I forgot how smart Chris Carfi’s blog posts can be…I have to remember to read them more!
I competed a certification course a few years back on Web 2.0/CRM and since then have been a big advocate of his work and ideas on customer-centricity. In fact, Paul Greenberg (CRM at the Speed of Light author and other faculty member for the course) and Chris Carfi inspired me to focus on customer experience design after I completed the second course.
Here is his blog to enjoy the posts: http://www.socialcustomer.com/
Great — glad it was helpful!