Rules to break and laws to follow : how your business can beat the crisis of short-termism / Don Peppers, Martha Rogers.

Series statement from jacket.

Includes bibliographical references (p. 257-283) and index.

False Assumptions : A "Perfect Storm" of New Technologies -- Imitation, Circular Mills, and Mythbusting -- Crisis of Short-Termism: The Mother of All Problems -- Questions Every Business Needs to Answer -- Primacy of Customer Trust -- "Value" is the New "Profit" : Jabbing at the Elevator Button in the Stock Market -- Focus only on the Short Term and You'll Lose Sight of the Long Term -- Customers Create Long-Term Value, Too -- The Secret Life of Companies: Short Games -- Take the Money and Run -- Business Models Behaving Badly -- Short-Term Gain, Long-Term Loss -- Stupid Is as Stupid Does -- Customers are a Scarce Resource : Using Up Customers -- Which Do You Choose? Customers or Money? -- Money is Still the Root of All Investment -- What's in Your Budget? -- Re-Thinking Your Whole Business -- In the Long Term, the Good Guys Really Do Win : Reciprocity: The Golden Rule Applied to Customers -- The Man with the Folding Chair -- Does Your Firm Practice Reciprocity? -- Customer Trust is an Antidote to Short-Termism -- Treat Employees the Way You Want Them to Treat Customers -- Increasing the Value of Your Business : Embroider on Your CFO's Pillowcase: Customer Equity -- Ratcheting Up Your Customer Equity -- What Return Are You Getting on Your Customers? -- Value Creators, Value Harvesters, and Value Destroyers -- Getting Credit for Earning Customer Trust -- Culture Rules : Defining and Managing Culture -- Do as I Say, Not as I Do -- Welcome to the "Conceptual Age" -- Galloping Decentralization Means Culture is More Important -- Creating a Culture of Customer Trust -- Hey! There's a Person in There! -- Capitalism Redux: Greed Is Good, But Trust Is Even Better : Reputations Go Online -- Taking the Friction Out of Commerce -- Playing the Ultimatum Game -- Technology Facilitates Reciprocity -- Technology Seen Through the Wrong End of the Telescope -- Customers and Honeybees : Who's on Your Speed-Dial? -- Diverse Connections -- Customer-Inspired Innovation -- Word of Mouth: Business Opportunity? -- Oops! Mistakes Happen: Recovering Lost Trust : Competence Also Required -- Recovering Lost Trust -- Competitive Success Can Harm Trust -- Trust, Competence, and You -- Innovate Or Die : Responding to Change -- Technology, Progress, and Change -- Creating a Climate of Innovation -- Supporting the Lunatic Fringe -- Creativity Cannot Be Commanded -- Order and Chaos : Efficiency Often Undermines Innovation -- 3M Loses Its Innovative Mojo, Then Gets Its Groove Back -- Having It Both Ways -- Your Customers Can Help You Strike the Right Balance -- Does Trust Encourage Innovation? -- The Wisdom Of Dissent : Diversity and Variety -- Size Does Matter -- Avoiding Bad Group Decision Making -- Engaged and Enabled : The Power of the Network -- Employee Engagement -- Employees with a Sense of Mission -- Giving Your Employees the Tools and the Power They Need to Create Value -- Leaders Needed -- Inquire Within : The Twelve "Laws To Follow."