Patricia Russo: Lucent's Best Hope?

Under her guidance, the emphasis has been on trimming costs -- but not at the price of alienating customers

When Patricia Russo took over as CEO at Lucent Technologies in 2002, the telecom gearmaker's customers felt the difference right away. "She was in my office the first week [on the job]," says Paul Lacouture, president of the Network Services Group at Verizon (VZ ), a key Lucent customer. "And she listened."

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