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The Power of Customer Misbehavior: Drive Growth and Innovation by Learning from Your Customers - Softcover

Fisher, M.; Abbott, M.

 
9781349467792: The Power of Customer Misbehavior: Drive Growth and Innovation by Learning from Your Customers
Softcover
ISBN 10: 1349467790 ISBN 13: 9781349467792
Publisher: Palgrave Macmillan, 2014

Synopsis

To stay competitive, firms need to build great products but they also need to lend these products to the uses and misuses of their customers and learn extensively from them. This is the first book to explore the idea that allowing customers to adapt features in online products or services to suit their needs is the key to viral growth.

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About the Author

Michael T. Fisher is a co-founding partner in the growth and scalability advisory firm AKF Partners. He was the former Chief Technology Officer of Quigo (acquired by AOL) and served as Vice President of Engineering & Architecture for PayPal. Michael received a PhD and MBA from Case Western Reserve University, an MS in Information Systems from Hawaii Pacific University and a BS in Computer Science from the United States Military Academy at West Point.

Martin L. Abbott is a cofounding partner of the growth and scalability advisory firm AKF Partners. He was formerly the COO of Quigo and was the SVP of Technology/CTO at eBay. Martin has a Doctorate in Management from Case Western Reserve University, an MS in Computer Engineering from the University of Florida, a BS in Computer Science from the United States Military Academy and is a graduate of the Harvard Business School's Executive Education Program.

Kalle Lyytinen is the Iris S. Wolsstein Professor of Information Systems at Case Western Reserve University in Cleveland and the Director of CWRU's Doctorate and PhD in Management programs. Kalle currently serves on the editorial boards of several leading information systems journals and has been a consultant to several Fortune 500 companies including Nokia, IBM, and Daimler. He has also consulted several research organizations including National Science Foundation, the British Research Council and EU Directorate XII.

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Publisher
Palgrave Macmillan
Publication date
2014
Language
English
ISBN 10 
1349467790
ISBN 13 
9781349467792
Binding
Paperback
Edition number
1
Number of pages
200