... FIVE CASE STUDIES 167 FIVE Case studies In this section, we will look at a number of organizations and how they tackled ... competition: Competi- tors represent your industry’s past, as, over the years, collective FIVE CASE STUDIES 169 habits become ingrained. Customers are your future, repre- senting new opportunities, ... think- ing – but that everyone in the company is mobilized around a customer-oriented focus. FIVE CASE STUDIES 171 Because of the constant demand for talent, recruiting is a non-stop, year-round activity,...