Listening to the Future: Why It's Everybody's Business (Microsoft Executive Leadership Series)
ISBN: 0470413441

P182. On retail.
Reinventing the retail business

Co-creating the global marketplace (I suggest the library can be a workplace)

Evolving towards Next-Generation sales and service

P219. “No single individual, no one organisation, no nation or even group of nations can successfully navigate the changes ahead. This book intends to create a dialog with customers and policymakers about how to best apply our resources and capabilities to the challenges ahead. Organisations that succeed will find that listening to the future, and turning insight into action, truly is everybody’s business.”