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Tables of Contents for Customer Relationship Management
Chapter/Section Title
Page #
Page Count
Section 1: Operational CRM - Accessibility
1
124
Thinking Outside the CRM Box
3
28
Start with the People
31
6
The Secret to Risk Management of CRM: People
37
27
The CRM Successful People Process™ (CRMSPP): The Key to Opening Up Employees to Change
64
45
Teams and Their Impact on CRM Implementations
109
16
Section 2: Analytical CRM - Measuring People, Process, and Technology
125
Why Should You Measure Customer Service?
127
Customer Lifetime Value Calculations
135
Benchmarking Your CRM Center
141
Measuring People Who Provide Service
152
ROI of Training That Impacts the Bottom Line
177
Using Technology the Smart Way: ROI of Improved Customer Service by an Airline
189
Measuring Process: Promises, Promises-Service Level Letdowns versus SP3M™
195
Technology That Optimizes CRM
219