Customer expectations have changed. We now live in an experience economy where every customer values and expects high-touch, high-quality experiences with brands. With the rise of the cloud and subscription models, customers no longer buy software once and maintain it forever; instead, they evaluate each vendor every year and decide whether theyre providing value. They crave a relationship with brands at every step, innovation, and regular product updates, and an outlet to share feedback on changes theyd like to see.
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