MOST PEOPLE DON’T REALIZE that it takes a village to create a business book. The image of an author locked in a room alone, churning out insights by the ream, may be true for a novelist, but not for a business writer. The Customer Experience Edge is the result of scores of individuals sharing their views, their experiences, and their time.

While the three of us developed the ideas concerning what it takes to create the customer experience edge, we want to thank the practitioners, the consultants, our SAP colleagues, and our publishing partners for their collaboration and support.

First, of course, is the debt that we owe to the implementers of a positive and profitable customer experience. For almost a year we searched for and ...

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