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The Customer Management Scorecard: Managing CRM for Profit

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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. They then go on to provide essentially practical insights and advice that will help any company to:

  • re-examine their current approach to CM;
  • learn from the world’s best performing companies;
  • make use of data about customer experience for CM;
  • understand multi-channel CM;
  • ensure both staff and customer loyalty;
  • measure the return on investment;
  • ensure that their CM programme is profitable;
  • build an integrated IT capability for CM;
  • implement an integrated CRM strategy;
  • focus on future challenges and prepare for them.
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Middle Ear and Mastoid Surgery
Middle Ear and Mastoid Surgery

From simple myringoplasty to cochlear implantation, this up-to-date reference on middle ear and mastoid surgery is designed for frequent use, easy comprehension, and quick reference. The book describes the latest techniques for virtually every surgery performed in the middle ear and mastoid.

This is the first otologic...

JavaScript Creativity: Exploring the Modern Capabilities of JavaScript and HTML5
JavaScript Creativity: Exploring the Modern Capabilities of JavaScript and HTML5

JavaScript Creativity teaches you how to use every feature of this versatile and powerful language in exciting and creative ways. JavaScript can be used for so much more than simple interactivity. Master your use of canvas, animation, audio and video, 3D visualizations, motion detection and real-time collaboration. In every chapter...

Crossing the Energy Divide: Moving from Fossil Fuel Dependence to a Clean-Energy Future
Crossing the Energy Divide: Moving from Fossil Fuel Dependence to a Clean-Energy Future

Praise for Crossing the Energy Divide

 

“This book makes coherent and rigorous arguments that increasing energy efficiency is the primary driver of economic growth today and is key to managing climate change.”

...

Full Frontal PR: Getting People Talking about You, Your Business, or Your Product
Full Frontal PR: Getting People Talking about You, Your Business, or Your Product

Want to know how to make yours the “in” business with both the press and customers? Looking for that one tool to help you get word of mouth rolling, quickly and inexpensively? Your competitors are working hard to generate this exposure, and now it’s your turn. Full Frontal PR lets you in on a big secret of the PR...

Creating Research and Scientific Documents Using Microsoft Word
Creating Research and Scientific Documents Using Microsoft Word
Research fuels innovation--and with this focused guide to Microsoft Word, you can help increase your team's collaborative power and effectiveness, and bring new research to life. Writing proposals, reports, journal articles, theses, and other technical documents as a team poses unique challenges, not the least of which is consistent...
GPRS in Practice : A Companion to the Specifications
GPRS in Practice : A Companion to the Specifications
GPRS is now an established technology allowing packet-data access to the internet and intranets and it is expected that consumer demand for the service will continue to increase, especially when the higher data rates are made available.

The GPRS technology is also carried forward to the 3G systems and it is vital that engineers working in...

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