Why don't we instead focus our energies on the user. For some very important software applications the customer is not the user. Let the sales department focus on the customer.
replyThe user is always a customer of the product in my mind. I don't use the term to mean a purely financial relationship.
replyThe hospital information system Millenium from Oracle was bought by two regions in south of Sweden for around 400 million USD. It turned out to be unusable for Swedish healthcare and had to be shut down after just three days. Actual users of the software (doctors and nurses) were not involved in the procurement.
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