Managers love to study successes but not failures. After all, failures are painful and embarrassing. But in "Learning from Customer Defections," Frederick F. Reichheld makes the case that failures often hold more owerful lessons on how to succeed than successes do.

To prevail in the global economy over the next 10 to 20 years, companies will need superb distribution systems capable of providing outstanding customer support. Caterpillar has built just such a system over the years through its strong network of independent dealers. "Make Your Dealers Your Partners," By Caterpillar's chairman,

Today other financial institutions are usurping the roles traditionally played by banks, and banks themselves are recon-sidering the ser-vices they offer. "Form Follows Function: The Transfor-mation of Banking,"