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.
- ISBN10 0749447036
- ISBN13 9780749447038
- Publish Date 3 December 2005 (first published 30 October 2000)
- Publish Status Permanently Withdrawn
- Out of Print 23 December 2013
- Publish Country GB
- Imprint Kogan Page Ltd
- Format eBook (EPUB)
- Pages 384
- Language English