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In the fall of 1990, Oracle’s stock came crashing down to earth amidst a fury of customer angst regarding poor software and even poorer customer service. To quote Mr. Ellison: “We were able to ignore [the problems] a lot longer than we should have. Success allows you to defer difficult decisions that should have been made” (Greenbaum, 1992, p. 30). After posting the first quarterly loss in the history of the company, a new management team was put in place with an emphasis on profitability and a user-first focus on quality. In 1991, Oracle surpassed $1 billion in sales and the renewed focus on the customer invigorated the entire organization (Greenbaum, 1992)...
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