1 Table of Contents: “... Companies — Organising for Global Industry Leadership -- Strategic Competitive Directions — Industry...”

2 Table of Contents: “...; Drivers Pushing Business to Corporate Responsibility; Global Reporting Initiative; Corporate...”

3 Table of Contents: “... with; 33 Value the balance between cooperation and competition; 34 Teaching others will help you grow; 35...”

4 Table of Contents: “... -- 10 The Case of Mercedes-Benz-Quality in Customer Retention Management -- 11 The BMW Customer Report...”

5 “..., global research and dozens of personal interviews with people who have achieved new and inspiring goals...”