Well-managed companies are excellent at developing the sustaining technologies that improve the performance of their products in the ways that matter to their customers. This is because their management practices are biased toward:

  • Listening to customers.
  • Investing aggressively in technologies that give those customers what they say they want.
  • Seeking higher margins.
  • Targeting larger markets rather than smaller ones.

— The Innovator’s Dilemma: When New Technologies Cause Great Firms to Fail (Management of Innovation and Change) by Clayton M. Christensen