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Keywords: Superior customer value
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Journal Articles
Journal:
Strategy & Leadership
Strategy & Leadership (2013) 41 (4): 17–23.
Published: 28 June 2013
... of delivering superior customer value. At the beginning of the IBM turnaround, Gerstner took a critical step that is the signature of many successful outside‐in turnarounds – he forced his managers into the market to see first‐hand what was going on with customers. IBM's Operation Bear Hug required...
