I would tend to think the key is the "soft" aspects of your business. The things that can't simply be copied or commoditized. Customer service, being in tune wi

I would tend to think the key is the "soft" aspects of your business. The things that can't simply be copied or commoditized. Customer service, being in tune with your target market and their wants and needs, responsiveness to feedback, institutional knowledge. Everyone still uses Slack even though it is not an especially hard product to build, and even though Microsoft and Google have both shipped clones that work fine and integrate with their other products. Why? Part of it is brand recognition and a network effect, but I think an important factor is that this is all that Slack does. Slack really really cares about making the best chat tool for people to use at work. They put all of their energy into constantly improving it; they give it their human attention. The same is partly true of Dropbox vs Google Drive and OneDrive. Google Meet and Microsoft Teams don't really matter to those companies. They'd like it if you used them, they'll allocate some cash to keep them going. But it wouldn't be a huge deal if they lost the battle and those products died. A company's culture, institutional knowledge, and focus can't simply be copied.