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Peppers and Rogers (Return on Customer), founding partners of the Peppers & Rogers Group, challenge listeners to break the standard rules of business and consider a new way of thinking about creating real shareholder value in today's competitive environment, operating with today's technologies. As they observe, customers can now electronically share their experiences with millions of other customers, which has changed the world of business so rapidly that from their perspective the old, established wisdom about running a company just doesn't apply. Common assumptions that no longer hold include the belief that the best measure of success is current sales and profit, that with the right sales and marketing effort you can always get more customers, and that company value is created by offering differentiated products and services. These iconoclastic authors instead provide ideas on how a business should operate in order to be successful and retain customers in an environment vastly different from just five to ten years ago. They suggest how businesses can surmount the crisis of short-termism, an intense focus on meeting current numbers while missing everything else-which, say the authors, is smothering many businesses. They also explain their new rules, namely, that customers will do business with a company tomorrow only if they and their friends trust that business today, and employees will work to earn customer trust only if they trust their employer. The bright, lively narration by both authors helps to maintain listener interest in this material, which will more likely appeal to senior executives running international conglomerates that depend on technology to reach andsatisfy customers around the globe. Highly recommended for academic libraries supporting a business curriculum and for larger public libraries.