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This is a good article, its just a shame it had to be written. Companies who support clients properly will find it much easier to retain clients and grow profitably.
Sadly there are too many ICT technicians that believe their innate knowledge is vital or key to success without realising that unless the customer receives what they need, their contribution is virtually zero.
Providing good service is not 'kissing up' but a positive, collaborative process that builds success for all sides.