Your Best Face
CMOmagazine.com has an excerpt of the book Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers by Jeffrey F. Rayport and Bernard J. Jaworski. (requires free registration)
It is a fresh way to look at interactions with customers, and on how to apply technology to enhance these relationships. The authors also wrote an article based on their book in the December 2004 edition of Harvard Business Review.