Between the glossary and the index comes the usual acknowledgements section, except that this one is called 'Customer Acknowledgements.' This is Gates' way of showing that Microsoft loves and lives for its customers, but it also indicates that Gates (and his co-writer, who is Microsoft's director of executive communications) sought help and knowledge from no one outside his client base. That means two things to me: that the research is obviously incomplete, and that the book is quite probably a long Microsoft advertisement.