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Review title: Where's the beef?
Product review: A mediocre book on a great topic. Rather than providing any specific insights (original concepts, tools, and techniques) on how to achieve customer intimacy, the book is hardly more than a 200-page repository of truisms. Nothing is elaborated upon; everything is surface and words. One is left with the impression that the author is more interested in promoting his consultancy practice than in conveying anything deep or useful. For a more thorough treatment of the same subject, readers may want to turn to "Customer Connections" by Wayland and Cole.
