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The Customer Management Scorecard: A Strategic Framework for Benchmarking Performance Against Best Practice by Neil Woodcock, Merlin Stone, Michael Starkey (Paperback, 2000)

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About this product

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This work provides a comprehensive insight into how today's organizations are managing their customers. 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 the reader to focus his or her own customer management efforts more clearly and re-appraise where to make investments in people, processes and technology. This report, sponsored by the Royal Mail and IBM, draws together the findings of over half a million worth of detailed research into actual customer management practice, revealing the reality of how today's organizations are managing their customers. The book presents readers with an opportunity to get the inside stories on what's really happening in the customer management arena. One can use this report to benchmark ones own performance against best practice, identify weaknesses, build on strengths and prioritize customer management improvements.