About the Author
Harvey Thompson is internationally recognized as an authority on how to grow market share and loyal customers by transforming a business—from the outside in—using the external customers’ points of view.
As director and managing principal for IBM Global Services, Customer Value Management Consulting, he built a worldwide network of consultants to help Fortune 500 and Global 1000 senior executives develop an actionable, customer-defined vision of their company as the ideal vendor—and then implement it.
Later, as worldwide executive for IBM Business Innovation Services, Customer Loyalty and Relationship Management, his team developed and patented a suite of customer loyalty offerings to provide clients with a customer-focused strategy ...
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