The customer management scorecard - Neil Woodcock

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.