By Mark Klein, Arthur Einstein & Amy Grainger Why the rate of change in your customers' behavior can be vital to the pace of your business's growth A few years ago, Bill Gates, in his book, "Business @ the Speed of Thought," wrote, "If the 1980s were about quality, and the 1990s were about re-engineering, then the 2000s will be about velocity." Good point. Today, only six years since the book was published, the speed of business has accelerated as he predicted. But velocity is a measure of both the rate and direction of motion or change. And the business person who isn't
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