The Customer Management Scorecard

The Customer Management Scorecard

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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 qbest practiceq 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.customer. service. standards. Alison. Bond. and. Merlin. Stone. If we are to believe the headlines, we live in a ... on customer relationship management ( CRM) programmes and systems is testimony to the fact that private sector companies haveanbsp;...

Title:The Customer Management Scorecard
Author: Neil Woodcock, Merlin Stone, Bryan Foss
Publisher:Kogan Page Publishers - 2003

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