The customer management scorecard

The customer management scorecard

by Bryan Foss, Neil Woodcock, Ingeborg Esterer-Wandschneider, Merlin Stone

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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."--Jacket.

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