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November 11, 2005
Needs Are Not Requirements - A Failed Romance
This week, as in many others, our customary readings intersected in a question of whether business is the best way for customers to get what they need. Answer: maybe not!
In a handy coincidence, Joshua Greenbaum wrote that customers hate their software vendors, while Richard Snow wrote that vendors don't understand their customers.
It might be said that customers pay for a satisfying relationship without having the wherewithal to manage the relationship successfully. Here we have to separate the idea that the customer gets what they demand from that of their getting what they want. A lack of customer satisfaction is about needs, while getting what they are entitled to is about requirements. Unfortunately, needs and requirements are two different things.
Posted by Malcolm Ryder at November 11, 2005 8:15 AM
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