Part 1: Relational enterprise building blocks -- The expanding definiton of "organization" -- The expanding definition of "employee" -- The expanding definition of "customer" -- The relational structure -- Part 2: Relational enterprise service processes -- The relational business cycle -- Maximizing interaction satisfaction -- A second generation definition of 360-degree view -- Expanding the definition of CRM -- The expanding range of collaborative RM -- Transitioning to a customer interaction center -- Efective relational processes -- Part 3: Relational enterprise systems -- New relational data types -- Understanding relational systems -- RM analytics -- Part 4: Relational enterprise leadership -- Benefits of relational systems -- Evaluating relational systems -- Evaluating relational system vendors -- Managing RM change -- Creating the relational enterprise

1. Customer relations -- Marketing
2. Relationship marketing