Ten years ago, Novell's customer service division was pleasing customers and keeping them loyal. But in an high-impact transformation, the division raised its sights. Today it contributes significantly to the company's profitability. What happened? From the executives to the front line people, everyone changed the way they work to support Novell's strategy: make customer service a competitive advantage while growing customers' business. It's a corporate story told in human terms, with valuable practical advice for executives, managers and employees about how to make change happen and have continuing impact. An entertaining corporate drama with real life applications.