Someone once said that pigeonholes are only for pigeons. Mind you, someone also once said that quitters never win and someone else said quit while you’re ahead, so go figure. What was my point? Oh yeah, pigeonholes. If there’s one kind of thinking that will get you into trouble in your electronic-commerce strategy (or any IT strategy, for that matter) it is trying to make the real world fit into a finite number of predefined categories, especially where customer support is concerned.