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[2009-06-18] How To Reframe Your Internal Conversations For Customer Support
Here are several excerpts from a great post by user-experience consultant Peter Merholz where he divulges his formula for creating a customer-experience model:

[2009-06-11] Winning Over Even The Most Resistant End Users
Here are several excerpts from an article by Yacov Wrocherinsky with 1to1 Media, No Buy-In, No Business Results: