How Intuit Turned Feedback into a Comeback

How Intuit Turned Feedback into a Comeback

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At Intuit Inc., the path to innovation and domination in financial software has been paved with customer feedback. To ferret out problems and test progress on products in development, the company sends its engineers out for face-to-face encounters with consumers and entrepreneurs. But the company has struggled to adapt its business from software sold on disks to online financial services. Perhaps the most valuable feedback: Intuit relies on volunteers for improvements and new product ideas. For almost an hour, the 14 Canadian entrepreneursa€“owners of businesses ranging from a bakery to a hip-hop clothing manufacturera€“sat around a table venting about their problems. a€œFinding distribution channels, a€ they said, and a€œpartnership and collaboration, a€ and a€œcutting costs, a€ and a€œthe time suck of social media.a€ Running the session in Toronto in October 2009 was a slight, professorial, 57-year-old Silicon Valley legend named Scott Cook. He had assembled the group because he wanted to hear their problems first-hand so that Intuit, the business he founded, could come up with profitable solutions. New Word City, publishers of digital originals, contributes 10 percent of its profits to literacy causes.Owners of Quicken software could link easily with to get the latest financial and tax news and download tax data from Quicken in a ... A new series of acquisitions promoted that strategy, strengthening the companya#39;s offerings in such fields as employee administration and property management. ... He also raided GE for top managers to see that his tougher operating standards were heeded.

Title:How Intuit Turned Feedback into a Comeback
Author: New Word City
Publisher:Pearson Education - 2010-02-01

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