echoing, 138
economic sensitivity analysis, 89–90
80/20 rule, 24, 257–258, 262
80/80 law, 262–263
Eliminate Unknowns step (of Measure Potential phase), 164–171, 185–188
e-mail, 159, 160
emotions, 6
expectations, customers, 1, 2, 161
explaining, 205–210
external benefits, 54–56