Index
Acceptance testing teams, 137-138, 182
Albrecht, Karl, 205
Assumptions, xxi, 1, 79-81, 194, 197
Axtell, Roger E., 61
Bob, assistant vice president, 42
Brightman, Harvey J., 81, 88, 205
Brooks, Frederick P., Jr., 71, 76, 156, 157, 174, 205
Burned by IS, 39
Canyon conference table, 40
Categories:
Charlie, customer division manager, 39-41, 72-73, 184-186
Checkpoint assessments, 139, 178
Cialdini, Robert B., 140-141, 206
Clarification:
of customer perceptions, 121
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