CRM's Take on Transparency

In CRM magazine, writer Lauren McKay begins her story on transparency with:

"Imagine yourself looking in a mirror. What you find yourself looking at may not be what you were looking for. But isn’t seeing what’s real better than seeing an illusion? Aren’t we better off knowing what’s true?"

The essay suggests that "transparency is the new currency in CRM." For a really fast read, skim her What Transparency Is / What Transparency Is Not chart. My favorite: Transparency is not "a web site with no 'Contact Us' or phone number." Or a 'Contact Us' that has only an email address.