Data Management

The Ownership Quotient

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Executive Summary

Lanham Napier is CEO of Rackspace Hosting, based in San Antonio, Texas. Napier is obsessed with the development of customer owners, even though he doesn't use the term. His organization, which provides IT hosting services for its business customers, makes surprisingly high profits in a commoditized business that many regard as operating in the gritty backwater of the Internet. Rackspace succeeds by carefully selecting its customers, providing them with easy access to its customer-centered teams as well as personalized, fast responses to their needs, and listening to and acting on their reactions and suggestions.

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