 
Table of Contents

Praise

Title Page

Copyright Page

Introduction

READER ROADMAP

WHAT THIS BOOK WILL DO FOR YOU

Dedication

PART ONE - WHY CUSTOMER EFFORTS CRASH AND BURN

CHAPTER ONE - MACHINE OF MEDIOCRITY

SQUEAKY WHEEL WHIPLASH: SPINNING THE HEADS OF THE PHONE PERSONNEL

THE BIG "AHA!"

THE POWER CORE

DUELING SILOS

MOTIVATION, METRICS, AND MECHANICS

CONCLUSION

CHAPTER TWO - THE POWER CORE

THE ELEPHANT IN THE ROOM

SIX COMMON POWER CORES

DON'T TRY TO CHANGE THE POWER CORE: DANCE WITH IT

AN EXAMINATION OF EACH POWER CORE

PLAN YOUR POWER CORE STRATEGY

CONCLUSION

CHAPTER THREE - DUELING SILOS

THE CUSTOMER BERMUDA TRIANGLE

CUSTOMER QUICKS AND

MOTIVATION: THE BEACONS PEOPLE FOLLOW

METRICS: HOW SUCCESS IS DEFINED

MECHANICS: CUSTOMER TREATMENT ACROSS THE SILOS

CONCLUSION

PART TWO - WRESTLING WITH CUSTOMER LEADERSHIP

CHAPTER FOUR - LEADERSHIP GUT AND GUTS

GOTTA GET THE GUT

SALMON LEADERSHIP: CUSTOMER LEADERS WITH GUTS

REAL PASSION OR HAND WAVE?

CONCLUSION

CHAPTER FIVE - GUERRILLA METRICS

GET AN ABACUS

WHAT ARE THE GUERRILLAupstream. Everyone didn't work together, and of those who did all, they did it differently.

By motivating sales and service to work together, we opened a floodgate of opportunity. Not only did the two groups of people want to work together, they thought we had been nuts because we had made rules that motivated them _not_ to. To fix this, we created a partnership between sales and service where both participated in the orientation process and the new franchisee saw all of the products and services of the franchisor they just became affiliated with (Figure 3.2). This eliminated many of the hiccups we had experienced in over-promising throughout the previously disconnected sales and service process. The sales team was given the opportunity and was rewarded for growth activities for