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Case
| HBS Case Collection
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2001
(Revised from original 1999 version)
Motive Communications
by
Jeffrey F. Rayport, Marco Iansiti, Myra M. Hart, William W Chan and Find Findsen
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Abstract
The founders of Motive Communications, Inc., a recent start-up dedicated to reinventing the support chain involved in the delivery of information technology support services, put in place a development process hinged on extensive customer feedback. As part of this, a select group of "lighthouse customers" agreed to pay $50,000 to participate in beta testing--but as a deadline approached, none had sent in their checks. The founders therefore reevaluate the lighthouse policy and its rationale.
Keywords: Business Startups;
Customer Relationship Management;
Risk and Uncertainty;
Information Technology Industry;
Citation:
Rayport, Jeffrey F., Marco Iansiti, Myra M. Hart, William W Chan, and Find Findsen. "Motive Communications." Harvard Business School Case 699-157, October 2001. (Revised from original April 1999 version.)