I like to call it a "Barrier to exit" that keeps customers from leaving compared to the obvious "Barrier to entry" which addresses competition. One example is high or complex "switching costs" such as, at a bank, having a checking account, savings account, CDs, Will in the Trust department, etc. or with technology, re-training costs (though I've spent endless hours learning new software that didn't necessarily make me more efficient. Asadmits, it's tough for a startup to have an "unfair" advantage just as it is why it is the same reason he left "Strategic Partnerships" (Osterwalder) off Lean Canvas. Big companies like to associate with big companies; not startups.
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