In this issue of Cutter Benchmark Review, we consider the future of customer relationships, the management of those relationships, and the role that IT and the IT shop can play in the evolution of effective customer relationship management (CRM). Right off the bat it's important to ponder some questions that are fundamental to how we understand, on the most basic level, the dynamic and structure of the relationships we have with our customers. Think about the following for a moment: In today's world, is it really possible (or even desirable) to "own" a customer anymore? How is our present use of IT aiding our relationships with our customers? And in the current environment of data overload and incredible accessibility of information and services, is it possible (or even wise) to expect consumers to continue to relinquish control of what is truly theirs, namely, their own personal information?