Overserved customers
What are Overserved customers?
A defined group pays for or must work around capability, scope or complexity that exceeds the requirements of its job. Lower price alone does not establish overservice.
How Overserved customers work
A narrower offer can fit the customer’s actual needs while avoiding the cost of unnecessary scope. Identify which capabilities remain necessary.
Case studies tagged with Overserved customers
Each link opens the passage tagged with this concept.
The question to ask of a company
Which customer group needs less, which capabilities are unnecessary, and what cost or complexity does that excess impose?
Examples
- Autodesk: routine drafting customers did not need a complete CAD/CAM engineering system.
Who names it
| Author | What they call it / where it appears |
|---|---|
| Christensen | Overserved customers |