Bryan Foss, Merlin Stone, Neil Woodcock, «The Customer Management Scorecard: Managing CRM for Profit» (0749438959)

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Bryan Foss, Merlin Stone, Neil Woodcock, «The Customer Management Scorecard: Managing CRM for Profit»

Posted on 2010-04-14

Name:	Bryan Foss, Merlin Stone, Neil Woodcock, «The Customer Management Scorecard: Managing CRM for Profit»
ASIN/ISBN:	0749438959
File size:	6.46 Mb
Pages:	Kogan Page
ISBN:	0749438959
Publish Date:	2002 Year
File Type:	CHM
File Size:	6,46 Mb
Pages:	428 Pages

Bryan Foss, Merlin Stone, Neil Woodcock, «The Customer Management Scorecard: Managing CRM for Profit»

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& 8220;

The Customer Management Scorecard is based on a unique global survey conducted by QCi that aimed to reveal the true relationship between effective customer management and business performance. Over 300 global assessments of blue chip companies in 22 countries, across all sectors, were conducted using QCi’s Customer Management Assessment Tool (CMAT) diagnostic process. CMAT is recognized as the world’s leading customer relationship management (CRM) best-practice benchmark.

With contributions from 25 international experts, in-depth cases and drawing on the leading-edge research findings, this book is the most comprehensive source of data ever published on CM global practice. The authors first present a detailed analysis of how the survey was conducted and its findings. They then go on to provide essentially practical insights and advice that will help any company to:

- re-examine their current approach to CM;

- learn from the world’s best performing companies;

- make use of data about customer experience for CM;

- understand multi-channel CM;

- ensure both staff and customer loyalty;

- measure the return on investment;

- ensure that their CM programme is profitable;

- build an integrated IT capability for CM;

- implement an integrated CRM strategy;

- focus on future challenges and prepare for them.

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	Technical The Customer Management Scorecard: Managing CRM for Profit Author: Bryan Foss, Merlin Stone, Neil WoodcockPublisher: Kogan Page LtdPublish Date: 30 December, 2002ISBN: 0749438959
	Business The Customer Management Scorecard Managing CRM For Profit
	Business The Customer Management Scorecard Managing CRM For Profit
	Study Managing Customer Relationships on the Internet (International Business and Management) Managing Customer Relationships on the Internet (International Business and Management) By LindstrandPublisher: Elsevier Science 2005 \| 318 Pages \| ISBN: 0080441246 \| PDF \| 1.9 MBFor marketers, the internet is increasing in importance. On ...
	Science/Engineering Berliner Balanced Scorecard: Customer Perspective Berliner Balanced Scorecard: Customer Perspective Publisher: Prof. Dr. Wilhelm Schmeisser \| ISBN: 8776812332 \| edition 2008 \| PDF \| 18 pages \| 1,3 mbThis book is a summary of "Berliner Balanced Scorecard: The Customer Perspective".My Links ...
	Business/Investing The Customer Management Scorecard: Managing CRM for Profit (Repost) The Customer Management Scorecard: Managing CRM for ProfitKogan Page \| 2002-12-30 \| ISBN: 0749438959 \| 428 pages \| 6.15 mbThis book shows companies how to establish accurately how good they are at managing their customers and what they need ...

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