This column, the , showcases Business Objects' "Culture of Trust" best practices in building customer loyalty. Two customers - Jonathan Rothman, director of data management, Emergency Medical Associates, and Tom Nather, senior systems analyst, business intelligence, Penske Logistics - validate that the process works well beyond systems functionality into the realm of guiding strategic decisions. The objective of this column is to showcase best practices so that you may integrate them into your own IT environments.

Dave Galloway, group vice president of customer care, shares Business Objects' focus on a culture of trust as the foundation to build customer loyalty. According to Galloway, "Hundreds of decisions are being made by the engineers every day. If you cannot drive the culture, those decisions are going the wrong way. You can't be watching every decision. It must come out of their decision to do the right thing for the customer."

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