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Just a few books and articles that influenced me:
1) The Best Service is No Service
http://www.amazon.com/Best-Service-No-Liberate-Customers/dp/0470189088
2) How to Prevent Your Customers from Failing
http://sloanreview.mit.edu/the-magazine/2006-spring/47307/how-to-prevent-your...
3) Companies and the Customers Who Hate Them
http://hbr.org/2007/06/companies-and-the-customers-who-hate-them/ar/1
4) Achieving Deep Customer Focus
http://sloanreview.mit.edu/the-magazine/2004-spring/45307/achieving-deep-cust...
Arie. more