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If customer service is the new marketing, it has some important implications in how you build

a web services business. First, it means that you need to get the service out there quickly.

Designing a comprehensive feature set and spinning it a couple of times in a small closed

beta is not going to work. If the service provides value in its initial rudimentary form,

your users will take it and run with it. If you launch it fully formed , at best, you have

robbed them of the pleasure of co-creating the service, at worst you have created something

that nobody wants.

It also means that spending your way into the market won’t work. A web service needs to be

pulled into a market and promoted by its users – its co-creators. Pushing it into the market

may lead to some initial trials but won’t lead to viral growth.

Web services should also be open with their data. Being closed i

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