The Customer Management Scorecard PDF Download
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Author | : Neil Woodcock |
Publisher | : Kogan Page Publishers |
Total Pages | : 447 |
Release | : 2005-12-03 |
Genre | : Business & Economics |
ISBN | : 0749447036 |
Download Customer Management Scorecard Book in PDF, ePub and Kindle
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.
Author | : Neil Woodcock |
Publisher | : |
Total Pages | : |
Release | : 2003 |
Genre | : Customer relations |
ISBN | : |
Download The Customer Management Scorecard Book in PDF, ePub and Kindle
Author | : IBM |
Publisher | : |
Total Pages | : 408 |
Release | : 2005-10-31 |
Genre | : |
ISBN | : 9788947525510 |
Download The Customer Management Scorecard Book in PDF, ePub and Kindle
Author | : Ralph F. Smith |
Publisher | : John Wiley & Sons |
Total Pages | : 259 |
Release | : 2010-06-03 |
Genre | : Business & Economics |
ISBN | : 0470893125 |
Download Business Process Management and the Balanced Scorecard Book in PDF, ePub and Kindle
Business Process Management and the Balanced Scorecard shows managers how to optimally use the balanced scorecard to achieve and sustain strategic success even as the business environment changes. It exceptionally fills the gap between theory and application to facilitate the use of processes as a strategic weapon to deliver world-class performance.
Author | : Neil Woodcock |
Publisher | : Kogan Page |
Total Pages | : 384 |
Release | : 2005-12-03 |
Genre | : Business & Economics |
ISBN | : 9780749447038 |
Download Customer Management Scorecard Book in PDF, ePub and Kindle
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.
Author | : Hubert K. Rampersad |
Publisher | : IAP |
Total Pages | : 214 |
Release | : 2006-06-01 |
Genre | : Business & Economics |
ISBN | : 1607525704 |
Download Personal Balanced Scorecard Book in PDF, ePub and Kindle
The Personal Balanced Scorecard (PBSC) is a journey into the inner self, where values, hopes, dreams and aspirations lie quietly waiting to be discovered. Taking the journey as an individual allows you to view your life objectively and authentically as a whole person and provides a roadmap of your dreams and aspirations translated into manageable and measurable milestones. As a part of the Total Performance Scorecard (TPS) process which I introduced in 2003 in Total Performance Scorecard: Redefining Management to Achieve Performance with Integrity, and which has been translated into more than 20 languages, the Personal Balanced Scorecard can also be an effective way for managers to coach others to achieve integrity and alignment between work and life. The benefit comes from changing individual behavior in order to drive organizational effectiveness, enhance performance, and increase self-awareness, personal responsibility and motivation. PBSC is an integral part of this organic and holistic Total Performance Scorecard process, which is an organizational and cultural change tool and a method for ongoing effectiveness. Its uniqueness lies in aligning and a combination of Personal and Organizational goals to result in Individual Performance Plans for each employee. The focus of this book is the PBSC portion, which comprises a search for self-knowledge, self-discovery and self-mastery.
Author | : 50minutes, |
Publisher | : 50 Minutes |
Total Pages | : 29 |
Release | : 2015-08-17 |
Genre | : Business & Economics |
ISBN | : 2806265827 |
Download The Balanced Scorecard Book in PDF, ePub and Kindle
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.
Author | : Robert S. Kaplan |
Publisher | : |
Total Pages | : 9 |
Release | : 2005 |
Genre | : Business planning |
ISBN | : |
Download The Balanced Scorecard Book in PDF, ePub and Kindle
Author | : Neil Woodcock |
Publisher | : |
Total Pages | : |
Release | : 2000-10 |
Genre | : |
ISBN | : 9781898085812 |
Download Customer Management Scorecard Book in PDF, ePub and Kindle
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.
Author | : Gerhard Raab |
Publisher | : CRC Press |
Total Pages | : 344 |
Release | : 2016-05-13 |
Genre | : Business & Economics |
ISBN | : 1317155432 |
Download Customer Relationship Management Book in PDF, ePub and Kindle
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.