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Name: The Customer Management Scorecard : Managing CRM for Profit.
Author: Woodcock, Neil / Stone, M. / Foss, B.
ISBN: 978-0-7494-3895-1

The Customer Management Scorecard : Managing CRM for Profit.

・ISBN 978-0-7494-3895-1 hard with CD-ROM

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著者・編者	Woodcock, Neil / Stone, M. / Foss, B.,
出版社	(Kogan Page, UK)
出版年月	2002
ページ数	272 pp.
言語	ENG
ニュース番号	＜491-622＞

解説

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.