Customers vs Competition, Open up or Hide information

In the strategic triangle or 3C model, Customer and Competition are 2 important vertices (Cs) to the main C Corporation. So, the corporation must base its strategies on the customer in reference to that of the competitor. But too often the company fears competition so often that they loose sight of the customers. Sridhar Vembu has a very interesting take regarding this.

Why I am concerned about this is to decide how much I should disclose about our business. Whether I should open up to Customers or hide from Competitors?

Why companies hide information
1. There is nothing good to show. Showing shows only weakness.
2. It takes effort to identify and display useful information on website and marketing communications.
3. To hide secrets from competitors.
4. To keep its card close to chest while negotiations with partners/customers

It is a major cultural difference between Indian and Silicon Valey businesses.
None of the Indian FMCG companies or its honcho’s blog. This is all the official information available on a 600 crore brand parachute. Some Annual Reports of Indian public companies are so Generic that it is difficult to understand what business they do even after a careful reading of whole report. On the other hand we have a company like Zoho which is very open even when it is a privately held company.

I presently believe that companies must focus on customers and let not competition come in way of serving customers. So, if opening up is good for the customers, companies must do it.
After all letting the competitors know what we are doing doesn't mean they would execute that. If it is good and they can't do anything about it, it will only humble them. Some of the well known things like making quality product, earning customer's trust, building strong brands are the most difficult things to do.

I like competition that is healthy. But mostly it is not. It is price competition where they reduce prices by reducing quality, adulteration, reducing quantity, giving poor service and avoiding taxes. In edible Coconut Oil industry it is time the competitors ally themselves to thwart a bigger threat of refined oil and imported oil substitutes.