For anyone with customers...

Two great posts on the changing nature of your relationship with your customers and the need for new tools and new means of measurement:

Let me have your distraction by Doc Searls (which links to his other must-read post) "The Intention Economy".

and

Pageviews are obsolete by Ev Williams.

What I absolutely LOVE about both of these posts is that they point to specific reasons and instances of why the old paradigms (yeah, sometimes buzzwords are a necessary evil) just don't fit in today's economy.