I was a technical writer in the late 80's and early 90's, and had the opportunity to extensively use most of the popular word processors. One thing I remember

I was a technical writer in the late 80's and early 90's, and had the opportunity to extensively use most of the popular word processors. One thing I remember about WordPerfect was how much they bragged about having a large customer service center to answer user questions. They often showed pictures and advertised how many reps they had and how many calls they took. WordPerfect was difficult to use even for professionals like me. When Word for Windows came out, with a more intuitive interface (not that much different from some Mac word processors that had been launched years before), lots of people jumped to the easier UI, and stopped calling WordPerfect. A lesson here is that if you have to staff up to handle customer calls, there is probably somebody out there who is going to disrupt your business if you don't fix the problem.