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Experts agree that the customer is taking control of the process.
Microsoft executives, including Rick Belluzzo, Bob McDowell and Ralph Young, weigh in on the topic. More Than Technology Ronni T. Marshak of the Patricia Seybold Group, explains how successful companies know more about a customer than his last transaction. They know how to put that information to work. Strangers Claudio Marcus of the Gartner Group explains how companies have to do their homework about customers, then follow through, to build lasting relationships. See the articles here and here .