3. Developing a Winning Customer Fulfillment Strategy

Opening Story: The Cost of Dropping a Baton

December 10

At 7:45, David walked into the conference room. He was 15 minutes early, but the entire team was already milling around the espresso machine. As David glanced around, he was startled to see Diane seated at the conference table. He hadn’t expected she would join the team for the day’s discussion, but his surprise passed quickly. Diane popped up at all sorts of meetings. David knew she wasn’t there as a critic; rather, she was there to see how she could support the team’s efforts. She had a knack for staying in touch with all of her team’s key initiatives.

As team members settled into their seats, David greeted them with a hearty “Good ...

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