I read "Implementing a CRM Scorecard Part1-2" by James Brewton, CRMetrix. May I have the 3rd, 4th and 5th parts of the article? ESRA NAM
Part 3 is already available, at:http://www.crm-forum.com/library/art/art-124-3/
Part 4 will be published on Monday (21 Jan), and the 5th and final part should be available in 2-3 weeks' time.
Hope this helps.