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Beyond CRM and 311: Strategies for Improving Government Services
February 5, 2008/
A decade ago, a fellow by the name of Reed Hastings got slapped with $40 in late fees for not returning the copy of Apollo 13 he rented for $3 from his local Blockbuster. That hurt. But it also got Hastings thinking. There must be a better way …
There was. And he called it Netflix.
By William D. Eggers, Tiffany Dovey
