Broken Promises: Why Good Leaders Make Bad Decisions and How to Keep It from Happeining to You

The book explores IBM's dramatic decline in the early 1990s, attributing its challenges not to technological lag but to a neglect of customer needs and employee trust. Through interviews with executives and customer surveys, the authors reveal that IBM's overly ambitious strategic planning, misguided financial decisions, and a broken commitment to both customers and employees contributed to its downfall. This narrative serves as a cautionary tale for corporate leaders, emphasizing the importance of maintaining strong relationships amidst significant organizational change.