Your most unhappy customers are your greatest source of learning.
We all learn best in our own ways. Some people do better studying one subject at a time, while some do better studying three things at once. Some people do best studying in structured, linear way, while others do best jumping around, surrounding a subject rather than traversing it. Some people prefer to learn by manipulating models, and others by reading.
We flew down weekly to meet with IBM, but they thought the way to measure software was the amount of code we wrote, when really the better the software, the fewer lines of code.
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