登入選單
返回Google圖書搜尋
The Customer Management Scorecard
Neil WoodcockMerlin StoneBryan Foss
其他書名
Managing CRM for Profit
出版Kogan Page Publishers, 2003
主題Business & Economics / GeneralBusiness & Economics / Customer RelationsBusiness & Economics / Finance / GeneralBusiness & Economics / Marketing / GeneralBusiness & Economics / Public RelationsBusiness & Economics / Sales & Selling / Management
ISBN07494389599780749438951
URLhttp://books.google.com.hk/books?id=chQrUdNk0Z0C&hl=&source=gbs_api
EBookSAMPLE
註釋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.