The following is from the November 2010 Drilling Down Newsletter. Got a question about Customer Measurement, Management, Valuation, Retention, Loyalty, Defection? Just ask your question. Also, feel free to leave a comment and I’ll reply. Want to see the answers to previous questions? Here’s the blog archive; the pre-blog newsletter archives are here. Q: First off, I very much appreciate you sharing all this wonderful content on your blog and conferences such as eMetrics. A: Thanks for that! Q: My question is a simple one, but I think the answer may be hard: When does a visitor “need”......