ISBN 9780875846545,Broken Promises An Unconventional View

Broken Promises An Unconventional View

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ISBN 9780875846545

Harvard Universal Press

Publication Year 1996

ISBN 9780875846545

ISBN-10 0875846548


Number of Pages 210 Pages
Language (English)

Customer services

Once the world's most admired corporation, IBM stumbled badly in the early '90s. What went wrong? The authors argue that the root cause of IBM's difficulties was not that it fell behind in technology, but rather it disregarded its customers and misled its employees. Broken Promises is a tale of strategic miscalculation, managerial error, and a loss of confidence that demonstrated the risks of neglecting customer and employ relationships in the face of large-scale change