The Customer Management Scorecard
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Customer Management Scorecard
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Author : Neil Woodcock
language : en
Publisher: Kogan Page Publishers
Release Date : 2005-12-03
Customer Management Scorecard written by Neil Woodcock and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-12-03 with Business & Economics categories.
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
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Author : Neil Woodcock
language : en
Publisher:
Release Date : 2003
The Customer Management Scorecard written by Neil Woodcock and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Customer relations categories.
Marketing Sales And Customer Management Msc
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Author : Richard Hofmaier
language : en
Publisher: Walter de Gruyter GmbH & Co KG
Release Date : 2015-05-19
Marketing Sales And Customer Management Msc written by Richard Hofmaier and has been published by Walter de Gruyter GmbH & Co KG this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-05-19 with Business & Economics categories.
This work concisely presents methods for integrated marketing, sales, and customer management, and is orientated to practice and implementation. It sketches a modern and forward-looking marketing approach for domestic as well as international small, mid-sized, and large firms in the B2B market.
The Customer Management Scorecard
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Author : IBM
language : ko
Publisher:
Release Date : 2005-10-31
The Customer Management Scorecard written by IBM and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-10-31 with categories.
Customer Management Scorecard
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Author : Neil Woodcock
language : en
Publisher:
Release Date : 2000-10
Customer Management Scorecard written by Neil Woodcock and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000-10 with categories.
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
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Author : 50minutes,
language : en
Publisher: 50 Minutes
Release Date : 2015-08-17
The Balanced Scorecard written by 50minutes, and has been published by 50 Minutes this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-08-17 with Business & Economics categories.
Turn your data into a roadmap to success! This book is a practical and accessible guide to understanding and implementing the Balanced Scorecard, providing you with the essential information and saving time. In 50 minutes you will be able to: • Evaluate company performance and management efficiency • Focus on all perspectives of the business at once • Successfully apply the Balanced Scorecard to your business ABOUT 50MINUTES | Management & Marketing 50MINUTES provides the tools to quickly understand the main theories and concepts that shape the economic world of today. Our publications are easy to use and they will save you time. They provide both elements of theory and case studies, making them excellent guides to understand key concepts in just a few minutes. In fact, they are the starting point to take action and push your business to the next level.
Customer Relationship Management
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Author : Gerhard Raab
language : en
Publisher: CRC Press
Release Date : 2016-05-13
Customer Relationship Management written by Gerhard Raab and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-05-13 with Business & Economics categories.
Customer Relationship Management is the first book to explore the benefits to the firm of a globally integrated approach to the management philosophy of Customer Relationship Management (CRM). The best hope for achieving a sustainable competitive advantage in a global marketplace is by means of better understanding which customers are in the best position to experience long-term, profitable relationships for the globally oriented firm. This book offers both an academic and a practical viewpoint of the importance of CRM in a global framework. It integrates the topics of knowledge management, total quality management, and relationship marketing with the goal of explaining the benefits of CRM for internationally active firms. The authors have included six case studies which allow the reader to undertake the role of CRM consultant in a 'learning by doing' approach. The book should be required reading for all business executives who desire a customer-oriented approach to success, and for all students of business who desire to gain insight into a relationship management approach which will become ever-more important in the years ahead.
Performance Driven Crm How To Make Your Customer Relationship Management Vision A Reality
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Author : Stanley Brown & Moosha Gulycz
language : en
Publisher: John Wiley & Sons
Release Date : 2006
Performance Driven Crm How To Make Your Customer Relationship Management Vision A Reality written by Stanley Brown & Moosha Gulycz and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with categories.
Market_Desc: · Senior Managers and Upper and Mid-Level Managers in marketing, relationship marketing, and customer care Special Features: · Case studies and best practice examples from PwC's global CRM practice--including FedEx, NEC, and Sears· Includes questionnaires, assessment tools, exercises, and action plans· Measurement tools are applicable to the firm's internal culture as well as external customer care· Features e-business applications--using Web tools in research and assessment; what to measure in an Internet environment· Brown is a partner in PwC's Global Customer Relationship Management Practice, an international authority on the subject of customer care, and the author of several books About The Book: This book picks up where Customer Relationship Management left off. That book laid the foundation, the vision of CRM-what it is and what it can do for your organization-whereas this book shows clearly and quantifiably how to get there and how to ensure that you stay there. Many organizations have embraced CRM as the way of the future and have invested millions of dollars in CRM technology and processes. But how effective is that investment? What should you measure to determine the value your CRM initiatives are delivering to the organization? Performance-Driven CRM shows you how to apply a balanced scorecard approach to your customer care initiatives. It gives you the tools and techniques to measure and monitor, not for control purposes, but to help you make your vision of CRM a reality.
Beyond The Balanced Scorecard
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Author : Mark Graham Brown
language : en
Publisher: CRC Press
Release Date : 2007-01-12
Beyond The Balanced Scorecard written by Mark Graham Brown and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-01-12 with Business & Economics categories.
Improve the "Health" of Your Organization by Using the Right Metrics! The vast majority of companies use some form of balanced scorecard to measure performance measu, yet recent research suggests that most scorecards are based on singular, unsophisticated measurements, providing flawed data on the state of the organization. Beyond the Balanced Scorecard: Improving Business Intelligence with Analytics, by Mark Graham Brown, provides managers with the right metrics for evaluating important aspects of performance that are not accurately tracked by most companies and government organizations. Leaders will learn how to objectively measure: Relationships with Customers Employee Satisfaction External Business Environment Supplier/Vendor performance Strategy and Financials This book will show you how to construct a performance index, as well as provide you with example metrics of various aspects of performance that are difficult to measure.
Creating Sustainable Customer Value
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Author : Martin D. Pallante Ph
language : en
Publisher: AuthorHouse
Release Date : 2010-04-07
Creating Sustainable Customer Value written by Martin D. Pallante Ph and has been published by AuthorHouse this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-04-07 with Business & Economics categories.
Creating Sustainable Customer Value...The Positive Power of Strategic Management" is the culmination of 40 years of experience leading people and managing enterprises and projects. The author, Dr. Martin D. Pallante, spent more than 40 years in senior positions of sales, marketing and general management eventually rising to the position of President and CEO of a large, multi-national division of a New York Stock Exchange company. Pallante's division, with plants locatedacross the globe, produced essential products and services for the plastics, rubber, metals, auto,glass and carbonated beverage industries. During his illustrious career, Pallante encountered many opportunities and challenges that not only tested his management and leadership capabilities but allowed him to develop a unique approach to management and leadership that is the centerpiece of this new strategic management initiative. Creating Sustainable Customer Value is a concise, direct to the point, step-by-step primerthat iseasily understood. Mastery of the teachings in this revolutionary management system will empowerthose whopractice whatthis book teaches to achieve management and leadership success not previously thought possible. Written primarily for business owners and managers of small to medium sized enterprises whose budgets don't normally include funding for a strategic management department, the lessons taught in Creating Sustainable Customer Value can be successfully employed by organizations of all sizes, shapes and descriptions, both for profit and not-for-profit. Dr. Pallante wrote Creating Sustainable Customer Value...The Positive Power of Strategic Management in an easy-to-understand style that further enhances the readers ability to quickly master the subject matter. If you really want to simplify the planning process and create a fiscal strategic plan that will be a living, efficient document and the centerpiece of your annual business activities - make "Creating Sustainable Customer Value...The Positive Power of Strategic Management" the very next book you read!