Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Customer relationship requirements
5 Customer focused leadership
6 Human resources
7 Operational processes
8 Service delivery infrastructure
9 Client relationship
Annex A (normative) - Mandatory Metrics (KPIs)
Annex B (informative) - Optional Metrics (KPIs)
Annex C (informative) - Client CCC Relationship
Bibliography