Note that this is an updated version of a white paper that first appeared in December 2001. Over the years it has been the most read white paper of all. Although it reflects policies that one hopes most companies would now be applying, this still seems to be the exception rather than the rule.
In March 2000, Harvey Thompson of IBM published a book, “The Customer-Centered Enterprise: How IBM and Other World-Class Companies Achieve Extraordinary Results by Putting Customers First” (McGraw-Hill).
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