For the past 12 years, I’ve authored a column for the AMA on the general topic of customer relationships. Most of those 65 previous columns were published in the 2000s, which might be considered the decade of customer relationship strategy implementation (whereas the 1990s was more the decade of conceptual discovery). Just when I think that everything that can be said about this topic has been, something new crops up. A case in point would be the central role of customer relationships in helping to shape new business models. The current economic doldrums and the recognized need for growth through innovation have placed the topic of new business models clearly on the front burner, but I’ve been thinking about business models for the past few years.