Checklist for creating a customer focussed culture by Glenn Ross
(AllBusiness)
Customer experience management checklist 1to1 blog
Best practice on
customer satisfaction and value American Journal of business
Customer carewords show how
to improve websites
Customer centric blog Giraffe forum
CSM customer service news
Customer strategy
magazine
Forrester customer centric blog
Recession offers silver lining to customer service by Claire West Fresh
businessthinking.com
Some good training
material on customer centricity by Metrics.net
Institute of customer
service
Charted Quality Institute
Angels customers and demon customers, Larry Seldon + Geoffrey Colvin
UK Consultants & Consultancies - List of independent consultants and consultancies.