1 Scott Keller and Carolyn Aiken, “The Inconvenient Truth About Change Management,” McKinsey Quarterly, April 2009,

2 Peter Drucker, “A Meeting of Minds,” CIO Magazine, September 15, 1997,

3 Darrell Rigby and Barbara Bilodeau, “Management Tools and Trends 2009,” Bain & Co.,

4 Ibid.

5 Ibid.

6 In 1991, Xerox conducted a detailed analysis of the purchasing habits of customers who gave Xerox scores of 4 and 5 on satisfaction and found that customers giving 5s (i.e., very satisfied customers) were six times as likely to ...

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