Review of The support economy: why corporations are failing individuals and the next episode of capitalism by Shoshanna Zuboff and James Maxmin. Viking Press 2002.

Abstract

If you have ever wondered why most companies fail to embrace user-centered design, you must read this book. In The Support Economy, Zuboff and Maxmin deliver a brilliant treatise on the inherent defects and imminent demise of the reigning corporate paradigm of managerial capitalism, and then daringly propose a new enterprise logic that combines an economy based on relationships and the ubiquitous Internet to provide advocacy and deep support for individuals.