Seth’s Blog is always good for articles which make you go away and reassess your outlook to marketing and customer relations. In Old marketing with new tools he says we use technology to do less for our customers, when we should be using it to do more. It’s a good point, and something all of us (including me) are probably guilty of. It’s amazing how little individualised care we give to high-value customers because we’ve become so used to mass-communication tools. But if this is a general problem (and it is), then there’s an opportunity there to do something which your competitors probably aren’t.