Customer centric models that work, in my experience, are those that are driven from the top of the organization down. My credit union, and many of the companies that purchase from, are all customer centric. However, my bank, my insurance company, my government, my cable company and many others that I have to “contend with are simply in it for the money, not the relationship with the customer.

Personally I've been really worried about Procurve as they are further integrated into the HP fold. The product line and offerings are still top tier but I've seen some of the same insanity when it comes to proposals or support.

It's funny how quickly companies forget what it takes to earn the trust of users and how easily this trust is lost.