I would like to introduce you the blog of Christopher Carfi. I discovered it not a long time ago, and that is one of my favorite English speaking blog. It is called the Social Customer Manifesto. It has been elected by the way the best CRM blog in 2005.
What I really appreciate about the blog is that it does not talk about CRM on a technological/data mining point of view, but incorporate the social part of the relationship.
We should never forget that customer relationship management is based on the relationship, and a relationship is not only about quantifying, but also socializing.
