I am in the early stages of collaborating on a research project with a very smart, but currently anonymous person. One bit of information would be of tremendous value to us, and as I know that a high proportion of this blog's readership derives from the industry itself, I would like to appeal for some assistance. The question is:
What part of your cash cost base relates directly to what we might term the service plane? Forget about call centers, billing, sales and marketing, etc. What proportion of your cash cost base do you estimate directly relates to allowing customers to connect and communicate?
Any assistance would, of course, be treated confidentially and very highly appreciated. However, we'd like, if possible, to focus on informed opinions or highly educated guesses rather than speculation.