Contents
2 Acknowledgements
3 Preface
4 Executive summary
6 Introduction
PART 1
10 A new environment
26 Addressing the market
42 Persistent headaches
PART 2
54 Automobiles
66 Financial and professional services
80 Logistics
88 Pharmaceuticals
98 Retailing and consumer goods
110 Telecommunications
122 Appendix: Survey results
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