Product-as-a-Service: Should You Have a “Consumer Success” Function?

By now you’ve probably heard about Nike’s $350 Adapt BB “self-lacing” athletic shoes. They come with their own app, which a wearer can use to adjust the snugness of the shoes after slipping them on. In addition to the self-tightening mesh that fits the shoes to your feet on command (and the wireless connection supporting the app),…

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