... formalizing the sale and then delivering and imple-menting the solution. The sale is formalized when the salesperson prepares and presents the proposal and the customer accepts it. In delivery and i ... colleagues intheir own and their customers’ companies to m anage the change process required to use the solution, mitigate the risks in the implementation, and ensure that their cus-tomers are achieving ... step-by-step, back over the Bridge to Change, from the solution itself to the decision criteria and outcomeexpectations, to the problem indicators and consequences, and on to the customer’s performance...