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MANY INDIVIDUALS and organizations have provided support to enable us to write this book. While we are grateful to them all, we single out some of them here to explicitly acknowledge their contributions.

We first want to thank the many managers who so graciously took time out of their busy schedules to talk with us. The best practices that these managers shared with us made an enormous contribution. In particular, we would like to especially acknowledge:

Nada El-Zein, Akzo Nobel

Elisa Scarletta and Mark Stoneburner, Applied Industrial Technologies

Eric Berggren and Stefanie Zucker, Axios Partners

Steve Dehmlow, Composites One

Michael Lanham, Dow Corning

Alice Griffin and Robert Smith, Eastman Chemical

Robb Kristopher and Debra Oler, Grainger

Frank Joop, Intergraph

Joy Chandler and John Stang, Kennametal

Marcel de Nooijer and Eelco van Asch, KLM Cargo

Gene Lowe, Milliken

Bas Beckers and Bert Willemsen, Orange Orca

William Blankemeier, PeopleFlo Manufacturing

Art Helmstetter, Quaker Chemical

Joe Razum, Rockwell Automation (now Baldor)

Siva Mahasandana and Chantana Sukumanont, Siam City Cement

Todd Snelgrove, SKF

Eddie L. Smith, Sonoco

Michael Butkovic and Jackie Eckey, Swagelok

Peeyush Gupta and Anand Sen, Tata Steel

We want to thank the Institute for the Study of Business Markets (ISBM), located at Penn State University, for its financial support of our management practice research. We especially want to acknowledge Ralph Oliva, the executive director of ISBM, and Gary Lilien, the research director of ISBM, for their support of our work.

We also want to express our gratitude to Kirsten Sandberg of Harvard Business School Press for her support and editorial guidance of the project.

James C. Anderson would like to thank his research associates at the Kellogg School of Management—Chaitali Bhagdev, Abhinav Gattani, and Akshaya Gulhati—for their capable assistance in this project. He would also like to thank his assistant, James Ward, for James’s helpful suggestions and skillful assistance in constructing the figures and tables.

Nirmalya Kumar gratefully acknowledges the following companies and individuals who over the years were kind enough to allow him to test his ideas regarding value in business markets: ACC, Aditya Birla Group (Kumaramanglam Birla, Santrupt Misra), Akzo Nobel, Alcan, Alfred McAlpine, AT&T, Bekaert, Bertelsmann Direct Group (Gerd Bührig, Ewald Walgenbach), BT (Tim Evans, Gavin Patterson), Caterpillar, Chilton, Continental, Dow Chemical (Carlos Silva Lopes), DuPont, Essel Propack (Ashok Goel), Goodyear, Ambuja Cements, Hewlett-Packard, Holcim (Markus Akermann, Paul Hugentobler), Hydro Aluminum, IBM, ICI, ISS, Jardine Matheson, Jotun, Motorola, Nokia, Norwegian Post, Orkla Group (Karin Aslaksen, Ole Enger), RPG Enterprises (Pradipto Mohaptra), Sabic, Shell, Schindler, Tetra Pak, Volvo, WPP Group (Mark Read), and Zensar Technologies (Ganesh Natarajan). He also thanks his colleagues at London Business School and the associate director of the Aditya Birla India Center, Suseela Yesudian-Storfjell.

James A. Narus thanks the following companies and managers for their assistance with this project: W.R. Grace (Larry Golen), Okuma America (Seth Machlus), Sonoco (Vicki Arthur, Greg Powell), Timken Corporation (Brian Berg), and Volvo Trucks (Clay Flynt).

Developed with the support of the Institute for

the Study of Business Markets at Penn State.