Part 1: Determining and aligning the CRM vision overview -- Getting started: the need for a CRM vision to drive the process -- The myths and the facts surrounding CRM -- Part 2: Creating performance driven CRM - the three critical performance programs overview -- Understanding your customer-the customer performance program -- Understanding your organization-the organizational performance program -- Committing to continuous improvement in quality service-the quality service performance program -- Part 3: The tools to build and enable the performance progarams -- The tools and technology required for creating the customer performance program -- The tools and technology required for creating the organizational performance program -- The tools and technology required for the quality service performance program -- Part 4: Leading practices in creating performance driven CRM -- Linking the customer performance program and the quality service program -- Staying the course-focusing on your people -- Conclusion-How to ensure that performance driven CRM becomes a reality: watch out for these pitfalls

1. Customer relations -- Management