For years now I've been preaching that the way to profit growth for service providers was to concentrate on the ‘golden triangle' of driving up new revenues from new services; driving up customer care levels to retain business and focussing on driving down operating costs. A lot of companies have got the message and we see ‘transformation' programs running in many communications service providers around the world. But one bit of it is wrong. Driving up revenues doesn't actually help if they don't...