Relationship value

"Traditional accounting leaves customer relationships off of the balance sheets. It puts a distorted view of how a company makes money."
- Claes Fornell, ACSI

My take? The very environment where consumers clash with an organization is still, and I'll yell it- STILL a cost center. Still managed with less resources than it needs. Still in 2009! Still when consumers are at a premium! Still when were digging deep for any kind of sales. STILL.
Let's not forget, a majority of the future consumers are present one's...