For many years, I have used a Palm to keep my contacts and diary. Palm have naturally moved onto cell phones, but what I had never imagined was that the company would leave its old, loyal customers swinging in the wind. My current Z22 is no more than about three years old. Yet Palm makes no updated 64 bit software and no effort to advise customers how to move their data onto new hardware. With that attitude, little wonder Palm is struggling. Rule number one — bring your old customers with you — and you don’t need Harvard Business School to tell you that.