customers are said to be locked in to the vendor they choose. For such a product to grow, it has to offer such a compelling new capability that customers are willing to risk being tied to a proprietary vendor for a potentially long time. Thus, both businesses rely on having a high customer retention rate. They have an expectation that once you start using their product, you will continue to do so. This is the same dynamic as a mobile telephone service provider: when a customer cancels his or her service, it generally means that he or she is extremely dissatisfied or is switching to a
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