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The value of being customer centric

Around 15 years ago, Steve Banker, Journalist at Forbes gave a speech at an ARC forum. In his speech he discussed the need for software firms to become more customer centric and revaluate the costs of their license and maintenance fees and challenged the industry on how high they were – his comments were met with substantial anger, with one executive even shouting from the audience, “Don’t you realise how disruptive this would be to our business?” – This company no longer exists.

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