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>In my view, there is no effect on the bottom line if measured within
the year. TWs enhance product satisfaction, and as a result add value,
but this is only measured in brand enhancement. Brand enhancement
results in customers retained and added, but without taking the
five-year view it's impossible to even allege drunkenly that bottom
line is augmented.<
It all depends on the company. I made an impact in less than a year, but it
was also a small company serving a niche market. Most of the customers knew
staff members on a first name basis, and most had complained before about
the quality of the documentation. The company had tried to rectify the
problem by hiring English majors who knew a little bit about Pagemaker. When
they decided to hire me for a marketing position, they got someone who had
nearly 30 years background in hardware/software design, service and
documentation, magazine publishing, photography, web development...etc. I
also knew PageMaker from version 2.0. Would I have had the same results in a
different company...probably not, but it can be done and it doesn't have to
take five years, or excessive quantities of barleywine (although there were
times when that could have helped).
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