Customer Management Scorecard
Title | Customer Management Scorecard PDF eBook |
Author | Neil Woodcock |
Publisher | Kogan Page Publishers |
Pages | 447 |
Release | 2005-12-03 |
Genre | Business & Economics |
ISBN | 0749447036 |
This volume documents the results of global research on customer management (CM) funded by QCi, IBM and OgilvyOne. It is based on the diagnostic tool developed by QCi, the Customer Management Assessment Tool (CMAT), which is recognized as the global CRM scorecard and benchmark "best practice" standard for assessing how well organizations manage their customers. Drawing on the results of research using CMAT in over 300 leading companies around the world and across a wide variety of sectors, the authors present their findings. The detailed cases illustrate the gains to be made from managing customers well and include: BP; Barclaycard; BskyB; Hyundai; Mobil; Prudential; Smithkline Beecham; John Lewis; NatWest Bank; and Rolls Royce. The accompanying free CD-ROM contains a mini version of CMAT.
The Customer Management Scorecard
Title | The Customer Management Scorecard PDF eBook |
Author | Neil Woodcock |
Publisher | |
Pages | |
Release | 2003 |
Genre | Customer relations |
ISBN |
The Customer Management Scorecard
Title | The Customer Management Scorecard PDF eBook |
Author | IBM |
Publisher | |
Pages | 408 |
Release | 2005-10-31 |
Genre | |
ISBN | 9788947525510 |
Business Process Management and the Balanced Scorecard
Title | Business Process Management and the Balanced Scorecard PDF eBook |
Author | Ralph F. Smith |
Publisher | John Wiley & Sons |
Pages | 259 |
Release | 2010-06-03 |
Genre | Business & Economics |
ISBN | 0470893125 |
Business Process Management and the Balanced Scorecard shows managers how to optimally use the balanced scorecard to achieve and sustain strategic success even as the business environment changes. It exceptionally fills the gap between theory and application to facilitate the use of processes as a strategic weapon to deliver world-class performance.
Customer Management Scorecard
Title | Customer Management Scorecard PDF eBook |
Author | Neil Woodcock |
Publisher | Kogan Page |
Pages | 384 |
Release | 2005-12-03 |
Genre | Business & Economics |
ISBN | 9780749447038 |
This volume documents the results of global research on customer management (CM) funded by QCi, IBM and OgilvyOne. It is based on the diagnostic tool developed by QCi, the Customer Management Assessment Tool (CMAT), which is recognized as the global CRM scorecard and benchmark "best practice" standard for assessing how well organizations manage their customers. Drawing on the results of research using CMAT in over 300 leading companies around the world and across a wide variety of sectors, the authors present their findings. The detailed cases illustrate the gains to be made from managing customers well and include: BP; Barclaycard; BskyB; Hyundai; Mobil; Prudential; Smithkline Beecham; John Lewis; NatWest Bank; and Rolls Royce. The accompanying free CD-ROM contains a mini version of CMAT.
The Balanced Scorecard
Title | The Balanced Scorecard PDF eBook |
Author | Robert S. Kaplan |
Publisher | |
Pages | 9 |
Release | 2005 |
Genre | Business planning |
ISBN |
Customer Management Scorecard
Title | Customer Management Scorecard PDF eBook |
Author | Neil Woodcock |
Publisher | |
Pages | |
Release | 2000-10 |
Genre | |
ISBN | 9781898085812 |
This volume documents the results of global research on customer management (CM) funded by QCi, IBM and OgilvyOne. It is based on the diagnostic tool developed by QCi, the Customer Management Assessment Tool (CMAT), which is recognized as the global CRM scorecard and benchmark best practice standard for assessing how well organizations manage their customers. Drawing on the results of research using CMAT in over 300 leading companies around the world and across a wide variety of sectors, the authors present their findings. The detailed cases illustrate the gains to be made from managing customers well and include: BP; Barclaycard; BskyB; Hyundai; Mobil; Prudential; Smithkline Beecham; John Lewis; NatWest Bank; and Rolls Royce. The accompanying free CD-ROM contains a mini version of CMAT.