The hidden cost of product segmentation

Artificial market segmentation works, in that it can make money, but there is a hidden cost:

too many versions of Windows

Don’t make me think. Don’t make customer support harder. Don’t create confusion pollution.

Your customers will thank you.


Seth Godin says, “if you have more than seven items in a pull down list, you have failed.” I agree, especially when every item is identical except for words like “Professional” and “Ultimate”.

  • The crazy thing (HP's fault in this case) is that the Windows "SKU" doesn't really matter for drivers: this list could be reduced to:
    * Windows 7
    * Windows 7 - 64 bit
    * Windows Vista
    * Windows Vista - 64 bit

    That's still 2 options too many: 32 vs 64 bit is something the user shouldn't have to care about - but better.
  • I agree that HP should handle it better, but it's an example of the downstream effects of making things complicated. Every time a user seeks support they'll be asked "What version are you running? What service pack? 32 or 64?"

    Computers are hard enough.
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