Yes the evolution brought about by Customer Expectation Management (CEM) and Successful Customer Outcomes is well and truly underway. We have talked before about banks giving free money, airlines providing seats at no charge and PC suppliers handing kit to charities at no cost. These emergent strategies have now been articulated in an excellent book (FREE of course) - see the links below.

More so respected magazines such as WIRED are creating waves as they too present reasons and evidence of what the FREE business models implies for all of us, consumers, businesses and society in general. There are a range of books feeding this fire now and we provide several links that you may wish to pursue.

How could your company start giving away its products and services? What would your processes look like if your business started giving away its core product for free?

WIRED magazine article - http://www.wired.com/techbiz/it/magazine/16-03/ff_free

Strategy of Giving (SoG) - FREE book www.strategyofgiving.com

SoG Blog (many more links and good stuff) - http://sogiving.wordpress.com/

And another book for publication in 2009 - Chris Anderson - FREE