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If Your Company Is Not Customer-Obsessed, You’re Doing It Wrong

Morton’s, a well-known American steakhouse chain, delivered a steak to a customer timed to when his plane landed at an airport after he had asked for one in a tweet. While the act garnered headlines as an extraordinary and rare customer-obsessed moment, in the world of software, that real-time reaction and attention to detail would make far less of a splash. Since the advent of agile development and the rise of data-driven insights, “customer obsession” went from grabbing headlines to a nice-to-have, and now it’s mission-critical. The stakes are higher than ever, and it’s customer obsession that is now the deciding factor between businesses success or failure.

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