1
by Reeves, Martin, Lotan, Hen, Legrand, Julien, Jacobides, Michael
Published 2019
MIT Sloan Management Review

2
by Jacob, Bart
Published 2007
IBM, International Technical Support Organization

3
by Owens, Cynthia
Published 2020
O'Reilly Media

4
by Gucer, Vasfi
Published 2009
IBM, International Technical Support Organization