Carrier Fee Dependency as Fragile Moat

“As the quality debate raged, Balsillie turned his attention to another dilemma: how to protect and build RIM’s nondevice revenues. RIM’s supremacy in wireless e-mail had left carriers beholden to paying for access to its complex data traffic system. RIM increasingly relied on those fees; they accounted for $2.2 billion of revenue, or 14 percent of the total, in the year ended February 27, 2010. But because the fees had significantly higher profit margins than handsets, they accounted for most of the company’s $2.5 billion net income. That left RIM in an awkward position against Apple and Google. Apple made money selling songs, movies, e-books, and apps to iPhone customers—content that consumers willingly bought. Google wanted Android on as many smartphones as possible to increase the reach of its powerful and popular advertising-supported search service. RIM’s dominant source of extra revenue, by contrast, was fees extracted from reluctant carriers, who despised paying them.”

“RIM had an advantage that Nokia and other phone makers lacked: its own data network. BlackBerry messages traveled through RIM’s in-house network, which was plugged directly into the carriers. The unique connection gave RIM a back door to sneak in services carriers wouldn’t allow. In the mid-2000s RIM began shipping BlackBerrys secretly loaded with sleeper applications. Carriers and customers had no idea the applications existed until RIM sent an alert to BlackBerry users about a software upgrade. Hidden within the digital transmission was a file that unlocked the applications on the device—a Web browser and links to popular instant messaging services. Icons immediately popped onto BlackBerry home screens around the world. By the time carriers realized what was happening, millions of customers were using the Internet and exchanging instant messages on their BlackBerrys. Initially carriers were furious. Verizon threatened to pull BlackBerry from all retail channels. “I had to speak with probably twenty different carriers about this,” says Aaron Brown, then a director of services in RIM’s product management group. “But at that point, they realized the truth”: carriers were powerless to turn off the browsing or messaging services. Brown reminded his angry callers about the fine print in service contracts that gave RIM the right to change features and services on its phones “without permission or notice.” After a while carriers stopped complaining. Lucrative data traffic was becoming a multibillion-dollar business for the carriers thanks to the growing popularity of e-mails and instant messaging. “The key was stealthily leveraging and launching, then asking for forgiveness,” Balsillie says.”