Intuit made it easier for employees to pursue customer-focused innovation by enabling employees to stay in close contact with customers. The company regularly arranged for a small group of employees to experience “follow-me-homes”—visits to customers’ homes or workplaces, during which employees could observe customers opening up the software product, installing it, and using it. In 2011, a follow-me-home prompted software developer Hugh Molotsi to lead a small, internal, startup-like team to create Merchant Services, a credit card payment processor tool for small businesses to use with
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