Hi Steven,Thanks for the enlightening article. I was wondering one thing though:I have found a large number of websites or even one scientific publiction that cite the 60% higher profitability of customer centric groups. However, when searching into the actual paper from Deloitte, I cannot find any number, let alone an express observation supporting this 60% claim. I were getting to know the number a while now and every author mentioning it, either refers to the same paper that you simply refer to to boot or to an alternative web page/article offering the link to it. As I am seeking to deliver my consumers with numbers that are basically backed by evidence, I could be very greatful, if that you could tell me the exact paragraph/page in the Deloitte paper, as I am curiously incapable of discovering it.