How does complex technology affect competition?

As it moves from a strictly supporting role in the back office, computer-based technology offers new competitive opportunities. A company can use this technology, for example, to build a barrier to entry, to build in switching costs, and even, sometimes, to completely change the basis of competition. This author shows how some companies have seized the advantage, while others, more complacent, have ended up playing the difficult and expensive game of catch-up ball.