Dear CRM folk - This is a bit off topic, but I thought you might be interested in this article about the 'Open Cyc' initiative in the current issue of Scientific American - it sounds tangentially relevant to the sort of modelling involved in CRM
http://www.sciam.com/2002/0102issue/0102scicit4.html E.g the article quotes a problem encountered in adding 'common sense' to IT applications... "The project got bogged down by the growing realization that facts alone are not enough: they require context. For instance, vampires are not real--but in fictional settings they may be treated as real. This inflated the size of the necessary database by a factor of 10, Lenat explains. " Apologies for the diversion - hope its of interest. Ed English Heritage
