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

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Foss, Bryan/ Stone, Merlin/ Woodcock, Neil

Kogan Page Ltd

2003-1

428

$ 73.45

HRD

9780749438951

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发表于2024-11-25

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

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

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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 下载 mobi epub pdf txt 电子书