As I start to write this, it’s that odd day in the States known as Black Friday. While respectable Brits are toiling away in their offices (thinking about the future of CRM solutions, in my case), huge numbers of Americans are engaged in a pre-dawn holiday shopping frenzy. Millions of people are milling about in shopping mall parking lots waiting for the stores to open. Millions more are sitting in their pajamas and shopping online, looking for Black Friday (and now Cyber Monday....