Or attractive Web presence. Or clever financing, exit strategies, or organization. New forms of engagement with individual customers demand new levels of commitment to engage. New opportunities to deliver value demand a commitment to actually deliver real value. The internet is a challenge to connect and obsessively give the customer what they want.
Business models fall out of that.
Peppers and Rogers have a point, and a program. The real knowledge management thinkers are in the midst of it. Hopefully, Symas will get it. I'm in the San Francisco Bay area. I'm readily reachable.