PART ONE: WHY CUSTOMER EFFORTS CRASH AND BURN.
1 Machine of Mediocrity: Corporate Machine on Autopilot.
2 The Power Core.
3 Dueling Silos: Competing Metrics, Mechanics, and Motivation.
PART TWO: WRESTLING WITH CUSTOMER LEADERSHIP.
4 Leadership Gut and Guts: Real Passion or Hand Wave?
5 Guerrilla Metrics.
6 Herding C-A-T-S: Customer Accountability Targets.
7 Reality Check Audit.
PART THREE: IS A CHIEF CUSTOMER OFFICER THE SOLUTION?
8 Do You Need a Chief Customer Officer?
9 The CEO and CCO Partnership: The Tom Sawyer Formula.
10 Structures for Driving Change.
PART FOUR: JUST IN FROM THE FRONT.
11 True Life Stories of Chief Customer Officers.
Afterword by Jill Griffin.