I just read a really interesting article at Union Square Ventures called Customer Service is the New Marketing. The title of the post is pretty self explanatory, but that is not what I found interesting about the post. To me, it is a post about what makes a successful web-based business in today’s environment. It is what I will call “open-ended tools”.
Customer service is the new marketing because you can realize the radical efficiencies of the web only by enlisting the users of the service as co-contributors. The best web services provide bandwidth, cpu, storage and a governance system and then their users create the service.
emphasis mine
