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Can Two Rights Make a Wrong?: Insights from IBM’s Tangible Culture Approach by Research With Contributors from IBM Business Consulting Services and Institute for Business Value, Sara J. Moulton Reger

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13. The Co-operators—Using Business Practices to Clarify Expectations

By Sara Moulton Reger and Len Nanjad

imageChapter Contents

image Overview

image Introduction

image The Company

image CRM at the Co-operators

The CRM Culture Challenge

Progress To-Date

How Tangible Culture ...

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