I had the strangest conversation this morning with some people at a large subscription based software company. They were astounded that a longtime customer found a cheaper solution that did what they needed.”But we’re the 900 pound gorilla” they seemed to say. “Why would anyone want anything but us?”
The customer left because the “900 pound gorilla” was offering the same product and service as they were 2 years ago and several competitors are coming up with innovative solutions to the same problem for 25% of the cost.
They have the industry clout and funding to do a million innovative things and instead they sit back and complain that they are on the top and they shouldn’t need any reason to be afraid that they wont always be there.