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Customers are now engaged in every phase of a product/offer life-cycle — from innovation and development all the way through to support. This may sound obvious as most companies solicit customer input through customer councils, surveys, etc. The real innovation is that companies are opening up more and more of their internal collaboration tools, design plans, and support networks directly for customer access.
— Mark Lewis, President Content Management and Archiving Division EMC Corporation, Mark’s Blog: Episode 70: Brainstorm
