This is a practical approach to changing customers and how best to respond. In my opinion, it builds on Fred. Newell's book "Loyalty.com" What I found most useful about this book was the practical examples - relevant case studies like Egg, HP and best of all Tesco (page 250). For another book with good case examples of customer relationships, check out Cram's book "Customers that Count".Another good point, Seybold puts up an interesting form of measuring customer relationships in chapter 8, called the "Customer Flight Deck". Structurally, the book has three principles: 1. Customers are in control, 2. Customer Relationships count. 3. Customer Experience matters. Then she lists eight tenets of a customer.com company - for the most original take a look at step six, valuing customer's time. Recommended.