I have long been a proponent of customer-vendor communication and in past lives have participated both as a customer and later as a vendor. From this somewhat unique vantage point I can tell you that it’s very, very difficult to make the process valuable and satisfying for both parties. That’s probably why so few vendors do it effectively. Now I love a good effort and I certainly want ALL of our vendors to listen to us as practicing accountants so, IMHO, everyone should take a hard look at what Brad Smith is doing with the Customer Council at Intuit. Their process is not only formalized (many vendor execs claim to “visit customers all the time”) but transparent and public. Intuit users KNOW who their “representatives” on the Council are. I often get nasty-grams notes when I criticize vendors --- this post is not a criticism of other vendors but rather a note of praise for Intuit’s efforts! [Oh, and I suppose it a bit of a challenge to the other vendors, too!]
THE INTUIT CUSTOMER COUNCIL
The Accountant and Advisor Customer Council meets periodically at Intuit’s headquarters in Mountain View, CA, as well other Intuit locations throughout the US. Members review potential developments and provide input on such accountant and small business tools as new software products and web-based services. Intuit began its customer advisory councils in 1993.
IN PHOTO: Intuit CEO Brad Smith (back row, center) is pictured with the members of the 2009-2010 Accountant and Advisor Customer Council. Members of the council are - front row, left to right: Jim Jennings, Fred Lake, Tracy Sousa, Francine Morrow, Jennifer Hoffman-Borges, Marsha Brooks, Jaysson Gurwell and Ron Wolfe. Back row, left to right: Paul Smit, Peter Renzulli, Jim Leffel, Beth Boyd, Linda Mohan, Brad Smith, Jennifer Katrulya, Renee Mengali, Ed Slovacek and Jan Haugo.
