Computer Associates Gets User Friendly

One day last year, a salesman from Computer Associates International Inc. got an earful from one of his biggest customers. Bausch & Lomb Inc. was furious because CA had jacked up the annual maintenance fees for one software package to $13,000--from just $2,000 three years earlier. Worse, says Rui Figueiredo, a software manager for Bausch & Lomb, the CA salespeople seemed concerned only with meeting their quotas--not with making sure customers were satisfied. "Their attitude was just sell, sell, sell," he says. "I told him that we perceive CA as an adversary."

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