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A couple of other articles I found useful are:
James Maguire's 'Experts speak out on boosting sales conversion' Part 1 at snipped and part 2 at snipped
Kent Allen's Creating Value by empowering the self-serviced customer at snipped (this may have required registration)
Hope this helps.
[edited by: DaveAtIFG at 3:43 pm (utc) on July 15, 2004]
[edit reason] No URLs please [/edit]