Web-Only Appendices

Can't get enough "Winning with Customers?"  Below are links to the "lost" chapters that didn't make it into the book, yet remain valuable compliments.
Appendix A:  Our Approach to Certification and Capability

An overview of the training, software, and additional tools available to build a "Winning with Customers" capability in your organization.

Download Appendix A.

Appendix B:  A Little More Background on Outside-In

A deeper dive into how a rigorous customer perspective can alleviate the problematic biases that are present in people and their organizations.

Download Appendix B.