Who Stole My Customer??: Winning Strategies for Creating and Sustaining Customer Loyalty, Second Edition

Acknowledgments

The opinions expressed in this book are the result of ten years as global leader of IBM’s management consulting practice to transform firms from a traditional inside-out, product-centric focus—vulnerable to defections—to become world-class, customer-centered, and customer-preferred enterprises.

I was privileged to meet, study, and work with business thought leaders across the fields of research and development, academia, professional services, executive education, and senior client management. This provided a unique environment to develop a powerful set of business strategy approaches and build upon what was learned from our collective experiences, which spanned from the “boutique strategy” era (discussed in Chapter 2) to today’s ...