The Customer Playbook

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The essential skill threaded throughout the playbook is listening. John kept adding pages to that playbook even after he became CEO four years later. You never let down a customer, even if it's a bad financial decision you'd deliver. And learning from your customers is how you keep your product relevant.

All great teams need to improvise under pressure, but underpinning this should be a set of tried-and-tested playbooks that let you orchestrate and replicate winning strategies. Cisco's John Chambers created a library of living playbooks — covering culture, acquisitions, crises, and more — to astounding effect as he took Cisco from a small tech supplier to the most valuable company on the planet.

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