Although I work in IT services for some time, this book gave me much more insight into what is really important in this business. I wish more of things described there were used in my current company.
It also explains a lot of reasons for cultural differences between different service firms, and why some mergers generate lots of tension - I did experience that myself.
Most important message for me was: at some point, I just won't make difference doing perfect technical work. Leverage and customer service make it, technical quality is perceived as "paid for", no matter how exceptional.