Optimize Magazine had some GREAT articles on customer relationship…

How Profitable Are Your Customers?(full story)
Companies that understand total customer profitability can move from decisions based on gut feeling to those based on facts
Putting The Customer Back In CRM (full story)
An interview with Frederick Newell, consultant and author of a new book, Why CRM Doesn’t Work
The Value Of Loyalty (full story)
Consistent delivery of the brand’s promise builds competitive advantage in the form of loyal customers, and IT plays an important role.
Intrawest: High Touch At High Altitude (full story)
The resort owner hopes its commitment to customers will keep it going uphill in the midst of a travel-industry slide