"Understanding about end users and other stakeholders also lies in the minds of marketing and technical people." (Chapter 5, p. 121)

Discuss the statement above, and include some specific examples from Chapter 5, focusing on the Problem Find-Solve Approach.

What are the the benefits and downsides of using in-house people to report on customer problems? What is your own experience using Problem Analysis?

Be as specific and detailed as possible, and include facts/figures to support your analysis, where relevant.