Who are your customers? Is she the angry lady over the next department who loudly express her disappointment over an application miscue? Or is he a new programmer on the team who is asking for clarifications about a system’s business rule? Is he our immediate supervisor? Or is she a fellow software tester who continuously lets her developer sort out bug reports alone without further information? In businesses and marketing, knowing who we need to target for products and services means we’re serious, for the long haul, and out to be remarkable while still making good profit. This goes for software testing too (or or any other kind of work). We need to know who our clients are, what they want and what they need, if we are to be exceptional at what we do.