In this issue, we've turned our attention to a topic of perpetual importance: the relationship we have with our customers and the means by which we manage and derive value from our interactions with them. The new thing here is the emergence of customer-managed interactions (CMI), which is receiving substantial push and gaining momentum due to the increasing technology savvy of consumers. CMI is the revolutionary next step — and perhaps the future coexisting first cousin — to the well-established CRM.