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.
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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.
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