What I liked most about this book, is that it cuts through a lot of the (now obvious) hype of the internet to focus on the fact that you cannot simply ignore traditional means of developing customer relationships when you decide to incorporate the internet into your business plans. Effective businesses still need to provide face-to-face and voice contact with customers.This book also stands on the shoulders of other giants by including several interviews with key industry gurus that honestly have perceptive insights. For example: In a world where pricing cannot provide you with a competitive advantantage, how do you differentiate yourself or your products?The tenor of the book is summed up in the my favorite quote: "In the grand scheme of things, the technology piece of the puzzle is relatively easy. There is plenty of talent out there that is available to help you get where you want to go. The hard part is knowing where to go."This book helps you to see where you need to go.My only criticism is that there are several typos and grammatical errors in the book that would have been caught if somebody had done a little proof-reading before it went to press. The errors, however, are minor and do not detract much from what is a very helpful book written in an engaging style.