Through the Eyes of a Troubled Customer (29 Jan 2004)

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Through the Eyes of a Troubled Customer (29 Jan 2004)
Have you ever had to cope with a demanding developer? A touchy tester? A quarrelsome QA person? A cantankerous customer? Why oh why do people act that way? This week's column describes the route one IT group took to reverse a customer's bad attitude and make her a valuable ally.

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