David-- Thanks for your thoughtful response.
I do want to comment quickly on this statement. We have become much more customer-centric over the last 5 years. I've been with the company for 10 (starting in Tech Support), so I think I have some experience in this area ;-).
The most significant and all customer facing part of this is the new online support portal. We track what people look up online by keyword in the support system, and if a user ends up filing a case, we track that (and its subject too). The system also asks users to rank an answer on its effectiveness. It is maintained religiously.
I know some will mock me for this (mock away), but contacting customer support is by far the best way to get on the record. I pass things along from this list but my one voice can get lost in volumes of hard numbers.
There have been a host of small things that have been focused on in the last few years that have been traditionally been ignored (EPS, Chords on a chromatically transposed staff, etc.) that have been brought to light and addressed because of customer, not business concerns.
On Sep 24, 2008, at 6:17 AM, dhbailey wrote:
At any rate, I will do my best to control my complaining, and will hope that a better corporate climate takes over MakeMusic where the customer is king and transparency is the rule, and the "annual upgrades whether ready or not" cycle gets broken.
Allen Fisher Founder and Principal Developer Fisher Art and Technology [EMAIL PROTECTED] [EMAIL PROTECTED] _______________________________________________ Finale mailing list [email protected] http://lists.shsu.edu/mailman/listinfo/finale
