The other week my colleague Vinay Iyer posted a blog that looked at how a company might use social media to improve its relationships with their customers. Some companies are already doing this, but it’s also clear that some companies also have a learning curve here about what constitutes a service that customers value and what constitutes stalking. Stalking aside, this has led me rethink the question of the value of a customer. Once, when life was simpler and there was no such....

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