[anentropic]

> What matters is to make your customers happy, and sometimes, and pretty often this is not needed, so all time spent on it is time you will not spend on the most important people, your customers.

I don't understand, this seems to say: "all the time spent on making your customers happy is time not spent on your customers" ...huh?

[michaelf77]

"it" is what USER wants, as opposite to customer. One of the key takeaways from the article should be that in B2B the customer is often is not the user.