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Even though, Intuit is a technology company, the challenges it faced and the steps taken to get out of woods are a lesson to companies across industries. I am from a technical background, who is currently managing customer situations and customer relations for my company. I believe in customer loyalty more than customer satisfaction. This book demonstrated how successful a marriage between customer driven innovation and technology companies can be. In 1980s, high technology industry was dominated by giants like IBM, Microsoft, Oracle, etc. None of them emphasized on customer satisfaction as much as Intuit did...
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