How empowered do you really want your customers?

05/19/2009 | Forbes

Customer empowerment may be all the rage, but as its full implications become apparent, business executives may become less enthusiastic about it, writes Andy Oram, an expert on open-source technology. Customers are taking over areas in which businesses believe they "add value," Oram writes. "As customers annex new areas of practice and innovation, they will change the threshold where one can make money."

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