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Chapter 1. Team Direction > Case Study: Software Newsletter Team

Case Study: Software Newsletter Team

Prime Software, Inc., is a company that develops and sells popular programs for microcomputers. Though the software that PSI produces is generally well regarded, Terry, the new marketing director, recently discovered a downturn in customer satisfaction. Apparently Terry’s predecessor focused solely on boosting PSI’s sales and ignored customer questions and problems.

Terry decided one way to regain customer loyalty would be to revamp the company’s customer newsletter. Terry asked Chris, a new programmer at PSI, to join the Software Newsletter Team because Chris’s previous employer was recognized in the industry as having superior customer relations.


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