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The Customer Management Scorecard
Business Intelligence [part of Optima Media Group], Pages: 284
'A step by step guide to defining, planning, implementing and reaping the benefits of customer management while avoiding the many pitfalls' - Customer Relationship Management The most comprehensive, up-to-the-minute insight into how today's organizations are managing their customers Only 17% of companies can determine the worth of individual customers with any accuracy, combining sales margin, sale and marketing cost, management cost, logistics and service. In 37% of companies key sales and service staff have no consistent understanding of the benefits of their proposition versus the competition Only 35% of companies say 'thanks' By revealing what leading-edge companies are doing well and doing badly, where customer management strategy is adding value and where it's damaging the bottom-line - this report enables you to focus your own customer management efforts more clearly and re-appraise where to make investments in people, processes and technology. This ground-breaking report, sponsored by the Royal Mail and IBM, draws together the findings of over £0.5 million worth of detailed research into actual customer management practice, revealing the reality of how today's organizations are managing their customers. The Customer Management Scorecard presents you with a unique opportunity to get the inside stories on what's really happening in the customer management arena. Use this report to benchmark your own performance against best practice, identify your weaknesses, build on your strengths and prioritise customer management improvements. Unique research makes this the most thorough, up-to-date analysis of customer management practice ever publishedThe data, analysis, guidance and advice you'll find in The Customer Management Scorecard are based on research carried out by leading customer management consultancy, QCi, into how today's organizations are managing their customers. QCi has developed Cmat© (Customer Management Assessment Tool), an assessment process for analysing how companies manage their customer management processes. The fascinating results of Cmat© assessments in 51 Ftse250 and multinational corporations are presented in this report. How does your company's customer management rate against the best and the worst in the field?The important lessons you'll learn here aren't taken from a textbook. They're based on real-life, corporate experience. Benchmark your customer management performance against examples of poor, good and best practice. Find out how companies perform in Cmat© assessments in all the critical areas, including analysis and planning customer proposition development and management day to day customer management activity process identification, design and management, measuring the effectiveness of campaigns, channels and individuals customer experience assessment and much, much more. A comprehensive customer management resource kitThe Customer Management Scorecard provides practical tools to help you get ahead in implementing the important lessons you'll learn, including: 35 real-life examples and case studies of good and best customer management practice The essential programme manager's checklist - everything you need to see you through the key stages of planning and team selection, financials and business case, managing change and reviewing and maintaining performance 10 key approaches for analysing customer worth and behaviour In-depth coverage of how the Customer Review process (CRp) developed by QI International (now known as PDI) works in action Checklist of measures for assessing commitment rather than mere satisfaction Self-assessment tool to help you measure the likelihood of project success/failure. A step-by-step plan for Cvm-based transformation - Building the Customer Value Management process into a company's business management system ensures that the company keeps refocusing on today's and tomorrow's customers' needs Also available as single or multi-user Cd-romChoose PDF for delivery on Cd-rom and you can print, copy and paste sections into your own management reports, search by topic or organization and more. Order the multi-user version and you can load onto your corporate intranet and share with the whole management team.
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