Joe Pine, both in his book MASS CUSTOMIZATION and, more recently, in a
March-April 1995 HBR article he co-authored titled "Do You Want to Keep
Your Customers Forever," talks about creating and sustaining "learning
relationships" between enterprises and their customers. His work is both
fascinating and energizing and reflects a number of important aspects of
organizational learning; similarly, he has figured out how one can avoid
the endless chasing after one's tail that David alludes to.
-- Ron Mallis 12 Chestnut Street Boston, MA 02108 617-723-8362 ron2785@eworld.com