Now, it would be a much simpler world if conservatives were willing to pay for all this service they require. But they are not. So the corollary lesson is, we must use our experience with the pragmatist customer segment to identify all the issues that require service and then design solutions to these problems directly into the product. This must be the focus of mature market R&D—not the extension of functionality, not the massive rewrite from the ground up, but the gradual incorporation into the product of all the little aids that people develop, often on their own, to help them cope with its
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