Much thanks and gratitude must go to my wife and family for their support in putting up with me as I dissected every customer situation from approaching salespeople to customer support representatives to see “how they do things.” Thanks also to my mother and in-laws, and much thanks to everyone who shared customer stories.

Many thanks to my customers, mentors, and partners who knowingly and unknowingly helped validate the CxC Matrix design and metrics: Paul Hamilton, Andrew Morrison, Philippe Mauldin, Robert Hall, Burrell Landes, Julie Casteel, David Eckert, Kevin Ryan, Gwen Hall, Nick Jensen, Claudio Marcus, Kari Regan, Evangelos Simoudis, David Raab, Terry Larrew, and Martin and Regina Foy.

Thanks and gratitude also to earliest readers for their comments and recommendations: Claudio Marcus, Richard Whitney and Mel Ingalls.

Special thanks to Sears for the free lawn mower!