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Data wydania

2002 rok - 2002 rok

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268,00 zł - 269,00 zł

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30 dni - 30 dni

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Customer Management Scorecard

Customer Management Scorecard

Autor: Bryan Foss
Merlin Stone
Neil Woodcock
Data wydania: 2002
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
268,00 zł