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This volume argues that in the next century companies must learn to integrate communications three-dimensionally: externally with key customers; vertically between senior management and front-line workers; and horizontally across departments.

Based on hundreds of hours of in-depth interviews with senior marketing and corporate communications managers from top companies such as Federal Express, Hewlett-Packard, Ericsson, Philips, and Xerox, this book provides keys to thriving in the upcoming customer century. It argues that companies must learn to integrate communications three-dimensionally: externally with key customers; vertically between senior management and front-line workers; and horizontally across departments.