Ah, well RIM didn't really sell Blackberry phones to end users, they sold Blackberry phones to carriers. Carriers were the customers. This makes a conflict wh

Ah, well RIM didn't really sell Blackberry phones to end users, they sold Blackberry phones to carriers. Carriers were the customers. This makes a conflict where making carriers happy is more important than end users. The fact that Apple changed the game and could sell directly to carriers and provide updates without carrier permission was a game changer (and still is, just look at the majority of android devices that will never get an update). This is briefly touched on in the article, but not really highlighted and I am guessing is talked about more elsewhere in the book.