The customer management scorecard : managing CRM for profit

Customer Management (CM) is essential for businesses, and major investments have been made in new systems, strategies and channels for managing customers. The results, however, have often been disappointing and companies are now looking closely at how to make their CRM initiatives profitable. This timely book presents the results of the latest global research on Customer Management. The research -- funded by QCi, IBM, and OgilvyOne -- applied the unique diagnostic tool CMAT, the Customer Management Assessment Tool, developed by Qci and recognized as "the" global CRM scorecard and benchmark "best practice" standard for assessing how well organizations manage their customers. As a bonus, the accompanying CD-ROM includes a mini version of CMAT. The study drew on over 300 CMAT assessments of blue chip companies across a wide variety of sectors. The findings illustrate the gains to be made from managing customers well. Case studies include 3M, BP, Hyundai, News International, Mobil, Prudential, SmithklineBeecham, NatWest Bank and Rolls-Royce. Given the big budgets that are attached to customer management (CM) initiatives, it's not surprising that companies are keen to see a good level of return on investment. But many companies, especially large ones, are finding that they are not adding value through their CM programmes. Conversely, those companies that have focused on improving their CM are seeing significant benefits, as this book clearly shows. The Customer Management Scorecard is based on a unique global survey conducted by QCi that aimed to reveal the true relationship between effective customer management and business performance. Over 300 global assessments of blue chip companies in 22 countries, across all sectors, were conducted using QCi's Customer Management Assessment Tool (CMAT) diagnostic process. CMAT is recognized as the world's leading customer relationship management (CRM) best-practice benchmark. With contributions from 25 international experts, in-depth cases and drawing on the leading-edge research findings, this book is the most comprehensive source of data ever published on CM global practice. The authors first present a detailed analysis of how the survey was conducted and its findings. "The Customer Management Scorecard is based on a unique global survey conducted by QCi that aimed to reveal the true relationship between effective customer management and business performance. Over 300 global assessments of blue chip companies in 22 countries, across all sectors, were conducted using QCi's Customer Management Assessment Tool (CMAT) diagnostic process. CMAT is recognized as the world's leading customer relationship management (CRM) best-practice benchmark."--Jacket.

given The Big Budgets That Are Attached To Customer Management (cm) Initiatives, It's Not Surprising That Companies Are Keen To See A Good Level Of Return On Investment. But Many Companies, Especially Large Ones, Are Finding That They Are Not Adding Value Through Their Cm Programs. Conversely, Those Companies That Have Focused On Improving Their Cm Are Seeing Significant Benefits, As This Book Clearly Shows.

his book shows companies how to establish accurately how good they are at managing their customers and what they need to do to improve their customer management. The book avoids arcane theories of CRM. Its recommendations are based on classic good practice in direct and database marketing, demonstrating the authors' strong background in these areas. "With contributions from 25 international experts, in-depth cases and drawing on the leading edge research findings, this book is the most comprehensive source of data ever published on customer management global practice."--Thomson Gale description