For sports organizations, the inescapable phrase “the customer’s always right” is as present as ever. Or at least it should be, says Knowlan, President of 516 Business Solutions, a company that puts Customer Relationship Management first. An avid sports fan — call her during March Madness and you’ll get the ice-cold shoulder — she is passionate about helping team owners retain and attract fans. She gave Direct Interface Founder Kevin Jordan the 411 on 516’s methods of accompl