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

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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 ...

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