While manufacturers of ACDs and PBXs were busy making small customer-inspired tweaks, they missed the onslaught of a massively disruptive new technology--and suffered the consequences.

FORBES: How To Sustain Your Competitive Advantage

But forget all the techie acronyms--the point is that the guys building PBXs and ACDs were adding new features to their existing equipment, yet only able to make small incremental improvements based on what their customers were telling them.

FORBES: How To Sustain Your Competitive Advantage