Netscape, Which Once Controlled More Than 80 Percent of the Market

question 4

Multiple Choice

Netscape, which once controlled more than 80 percent of the market share in Web browsers, lost its dominant position when customers migrated to Internet Explorer, Microsoft's Web browser. Internet Explorer was easy to install and had no significant differences in terms of usability. This example serves to illustrate that:

• A) fast-following smaller firms are always ready with newer and possibly superior products.
• B) customers of technology companies are becoming increasingly savvy and more demanding.
• C) the open source nature of technology ensures that no firm can expect to monopolize a market.
• D) firms need to employ increasingly stringent intellectual property norms to guard against infringements from smaller, competitive rivals.
• E) firms with low switching costs can sometimes be rapidly overtaken by strong rivals with additional competitive advantages.

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Definitions:

Convenience

The quality of being able to easily use or access a product or service, enhancing the overall customer experience.

Delivery Status

Refers to the current location and condition of a package in the process of being delivered.

FedEx Tracking

A service provided by FedEx that allows customers to monitor the status and location of their shipments in real time through a unique tracking number.

Customer Service Strategy

A comprehensive plan that outlines how a company will interact with its customers to enhance satisfaction and retain loyalty.