This book is about learning to compete in a fundamentally different way. Today, the practice of management has narrowed increasingly into a finance-driven approach: reducing headcount, consolidating footprint by buying or selling companies, and replacing individual responsibility with IT systems. As we’ve all experienced, both as customers and employees, this generates ever larger bureaucratic companies with disappointing products or services and disengaged, distrustful employees. We know there is a better way to compete. We have been fortunate to witness how businesses can grow sustainably and profitably by focusing on customer value ...

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