Part 1: Understanding relationships -- Relationship reality -- Business challenge, relationship solution? -- New relationships - hidden costs -- Existing customers - hidden value -- Part 2: Setting up for relationships -- Ready for customers -- Customer selection -- Part 3: Living the relationship -- Always, not sometimes -- Trust is all -- Getting to know customers -- Easy to reach -- Time management for customers -- Keeping customers up to date -- Rewarding loyalty -- Complete reassurance -- Part 4: Reviewing the relationship -- Measuring customer relationships -- Building barriers to exit -- Failing relationships -- Mutual interest

1. Customer relations -- Management