Designing Customer-Centered Organizations
http://www.boxesandarrows.com/archives/designing_customercentered_organizations.php

Zapolski, John and Jared Braiterman
Boxes and Arrows
2003

Abstract:

Even with the present downturn in the economy, more companies, from new media to established banks, have larger usability and design teams than ever before. Should we be content that we have come so far?