I urge you to set a tough, quantitative target for adding "differentiators" as I call them, to every service you provide.

Usage tends to be global, while funding tends tobe local. When we allow it to happen, usage of a digital library is remarkably diverse and widespread.

Think about the market, think about the design, and think about who is going to design for that market. Hit the mark.

Progress is mostly the product of rogues.

Business isn't some disembodied bloodless enterprise. Profit is fine - a sign that the customer honors the value of what we do. But "enterprise" ( a lovely word ) is about heart. About beauty. It's about art. About people throwing themselves on the line. It's about passion and the selfless pursuit of an ideal.

If no one is pissed-off with you then you are dead but just haven't figured it out yet.

Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!