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我认为，产品经理要做到在任何可能的时候随时开展非正式的客户观察活动，这一点很重要。他们需要获得与客户面对面的时间，以便了解这些个人的复杂性。这种非正式观察能增进了解，积累第一手知识，增长产品经理的见识。
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[1] Peter Burrows and Ben Elgin，“Why HP Is Pruning the Printers，”BusinessWeek（May 9，2005），pp.38–39.
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[2] Numerous trend-watching publications follow nanotechnology.TheFuturist（a publication of the World Future Society）has covered itin several issues.One such article is“Molecular Nanotech：Benefits and Risks，”by Mike Treder，The Futurist（January–February2004），pp.42–46.This was also the BusinessWeek cover story in theFebruary 14，2005，issue.
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[3] Rich Tomaselli，“Pharma Replacing Reps with Web，”AdvertisingAge（January 24，2005），p.50.
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[4] John A.Nolan，“It’s the Third Millennium：Do You Know WhereYour Competitor Is？”Journal of Business Strategy（November/December 1999），pp.11–15.
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[5] Theresa Howard，“Glen Ellen Reformulates to Go Upscale，”Brandweek（May 1，2000），p.78.
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[6] Julie Schlosser，“Looking for Intelligence in Ice Cream，”Fortune（March 17，2003），p.115.
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[7] Liz Torlee，“The Perils of Segmentation，”Marketing（August 23–August 30，2004），p.31.
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[8] Industries were previously grouped according to the StandardIndustrial Classifi cation（SIC）codes.Refer to census.gov for thetranslation to NAICS.
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[9] Refer to Niraj Dawar，“What are Brands Good For？”MIT SloanManagement Review（Fall 2004），pp.31–37for a discussion onreplacing brand management with customer management.
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[10] Alan W.H.Grant and Leonard A.Schlesinger，“Realize YourCustomers’Full Profi t Potential，”Harvard Business Review，vol.73，no.5（September–October 1995），pp.61–62.
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[11] Kelly Greene，“Marketing Surprise：Older Consumers Buy Stuff，Too，”Wall Street Journal（April 6，2004），pp.A1–A12.
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