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The Customer Management Scorecard 在线电子书 pdf 下载 txt下载 epub 下载 mobi 下载 2024

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Foss, Bryan/ Stone, Merlin/ Woodcock, Neil 作者

Kogan Page Ltd

译者

2003-1 出版日期

428 页数

$ 73.45 价格

HRD

丛书系列

9780749438951 图书编码

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The Customer Management Scorecard 在线电子书 epub 下载 mobi 下载 pdf 下载 txt 下载 2024

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The Customer Management Scorecard 在线电子书图书描述

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.

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