The Little Raven
First Post
Matthew L. Martin said:Actually, TSR did do some market research--or am I the only one who remembers those feedback cards that used to be included in modules?
They didn't necessarily do it effectively, and they may have stopped doing it during the last couple of years of the company's life, but they did do some of it.
From Ryan Dancey's account of purchasing TSR in 1997 (http://web.archive.org/web/20040530094717/http://atlasofadventure.com/Archive/TSR1997Buyout.asp)
In all my research into TSR's business, across all the ledgers, notebooks, computer files, and other sources of data, there was one thing I never found - one gaping hole in the mass of data we had available.
No customer profiling information. No feedback. No surveys. No "voice of the customer". TSR, it seems, knew nothing about the people who kept it alive. The management of the company made decisions based on instinct and gut feelings; not data. They didn't know how to listen - as an institution, listening to customers was considered something that other companies had to do - TSR lead, everyone else followed.
According to him, TSR knew dick about their customers, which doesn't really suggest they did any research (and if they did, they threw it away or hid it from him).