TL;DR: This post fleshes out the STIB model of innovation diffusion, tests it by classifying recent customer management product announcements into STIB categories, and draws some insights about the model and customer management trends.  As a bonus, it proposes a future of "hyper-personalized, financially-optimized treatment of each customer during each interaction across all channels." The Substitution-Transformation-Infrastructure-Business Model (STIB) model of innovation diffusion that I presented in my last blog post is intriguing, but does it reflect reality? One measure is whether it provides a useful classification of industry products. To test this, I looked at the past ten weeks of product news in the CDP Institute Daily Newsletter, which came to about 50 items. Results were quite interesting.…