Preface: What is Performance Driven CRM?

PART ONE: DETERIMING AND ALIGNING THE CRM VISION.

Chapter 1. Getting Started: The Need for a CRM Vision to Drive the Process.

Chapter 2. The Myths and the Facts Surrounding CRM.

PART TWO: CREATING PERFORMANCE DRIVEN CRM--THE THREE CRITICAL PERFORMANCE PROGRAMS.

Chapter 3. Understanding Your Customer--The Customer Performance Program.

Chapter 4. Understanding Your Organization--The Organizational Performance Program.

Chapter 5. Committing to Continuous Improvement in Quality Service--The Quality Service Performance Program.

PART THREE: THE TOOLS TO BUILD AND ENABLE THE PERFORMANCE PROGRAMS.

Chapter 6. The Tools and Technology Required for Creating the Customer Performance Program.

Chapter 7. The Tools and Technology Required for Creating the Organizational Performance Program.

Chapter 8. The tools and Technology Required for the Quality Service Performance Program.

PART FOUR: LEADING PRACTICES IN CREAING PERFORMANCE DRIVEN CRM.

Chapter 9. Linking the Customer Performance Program and the Quality Service Program.

Chapter 10. Staying the Course--Focusing on Your People.

Chapter 11. Conclusion--How to Ensure that Performance Driven CRM Becomes a Reality: Watch Out for these Pitfalls.

Appendix A: Glossary.

Appendix B. Building Your Performance Improvement Plan (PIP).

Index.