Customer Management Scorecard
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| Author | : Neil Woodcock |
| Publisher | : Kogan Page Publishers |
| Total Pages | : 447 |
| Release | : 2005-12-03 |
| Genre | : Business & Economics |
| ISBN | : 0749447036 |
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.
| Author | : Neil Woodcock |
| Publisher | : Kogan Page Publishers |
| Total Pages | : 460 |
| Release | : 2003 |
| Genre | : Business & Economics |
| ISBN | : 9780749438951 |
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.
| Author | : Hubert K. Rampersad |
| Publisher | : IAP |
| Total Pages | : 214 |
| Release | : 2006-06-01 |
| Genre | : Business & Economics |
| ISBN | : 1607525704 |
The Personal Balanced Scorecard (PBSC) is a journey into the inner self, where values, hopes, dreams and aspirations lie quietly waiting to be discovered. Taking the journey as an individual allows you to view your life objectively and authentically as a whole person and provides a roadmap of your dreams and aspirations translated into manageable and measurable milestones. As a part of the Total Performance Scorecard (TPS) process which I introduced in 2003 in Total Performance Scorecard: Redefining Management to Achieve Performance with Integrity, and which has been translated into more than 20 languages, the Personal Balanced Scorecard can also be an effective way for managers to coach others to achieve integrity and alignment between work and life. The benefit comes from changing individual behavior in order to drive organizational effectiveness, enhance performance, and increase self-awareness, personal responsibility and motivation. PBSC is an integral part of this organic and holistic Total Performance Scorecard process, which is an organizational and cultural change tool and a method for ongoing effectiveness. Its uniqueness lies in aligning and a combination of Personal and Organizational goals to result in Individual Performance Plans for each employee. The focus of this book is the PBSC portion, which comprises a search for self-knowledge, self-discovery and self-mastery.
| Author | : Robert S. Kaplan |
| Publisher | : |
| Total Pages | : 9 |
| Release | : 2005 |
| Genre | : Business planning |
| ISBN | : |
| Author | : Brian E. Becker |
| Publisher | : Harvard Business Press |
| Total Pages | : 268 |
| Release | : 2001-04-11 |
| Genre | : Business & Economics |
| ISBN | : 1422163512 |
Three experts in Human Resources introduce a measurement system that convincingly showcases how HR impacts business performance. Drawing from the authors' ongoing study of nearly 3,000 firms, this book describes a seven-step process for embedding HR systems within the firm's overall strategy—what the authors describe as an HR Scorecard—and measuring its activities in terms that line managers and CEOs will find compelling. Analyzing how each element of the HR system can be designed to enhance firm performance and maximize the overall quality of human capital, this important book heralds the emergence of HR as a strategic powerhouse in today's organizations.
| Author | : Robert S. Kaplan |
| Publisher | : Harvard Business Review Press |
| Total Pages | : 348 |
| Release | : 1996-08-02 |
| Genre | : Business & Economics |
| ISBN | : 1422148165 |
The Balanced Scorecard translates a company's vision and strategy into a coherent set of performance measures. The four perspectives of the scorecard--financial measures, customer knowledge, internal business processes, and learning and growth--offer a balance between short-term and long-term objectives, between outcomes desired and performance drivers of those outcomes, and between hard objective measures and softer, more subjective measures. In the first part, Kaplan and Norton provide the theoretical foundations for the Balanced Scorecard; in the second part, they describe the steps organizations must take to build their own Scorecards; and, finally, they discuss how the Balanced Scorecard can be used as a driver of change.
| Author | : Ralph F. Smith |
| Publisher | : John Wiley & Sons |
| Total Pages | : 259 |
| Release | : 2010-06-03 |
| Genre | : Business & Economics |
| ISBN | : 0470893125 |
Business Process Management and the Balanced Scorecard shows managers how to optimally use the balanced scorecard to achieve and sustain strategic success even as the business environment changes. It exceptionally fills the gap between theory and application to facilitate the use of processes as a strategic weapon to deliver world-class performance.
| Author | : Richard Hofmaier |
| Publisher | : Walter de Gruyter GmbH & Co KG |
| Total Pages | : 262 |
| Release | : 2015-05-19 |
| Genre | : Business & Economics |
| ISBN | : 3110410265 |
This Book is primarily written for experts and managers in marketing, sales, customer and service management at BtB companies. In addition, the book is also for executives of project and quality management, research and development (R&D), procurement, logistics, and production departments, who deal with marketing-related topics and are working in related fields. The integrated marketing, sales and customer management (MSC) approach aims to lay out and explain in detail the concepts, tools and implementations of a holistic and sustainable customer-focused approach in order to successfully implement important marketing, sales and customer management measures. The concise presentation of various methods, their applications and evaluations allow managers to better choose specific tools and the necessary means of efficient implementation. In addition, this book presents students enrolled in business management and business administration programs and who are focusing on marketing, sales and customer management with a conceptualized and application-oriented guide for the implementation of holistically integrated strategies, programs and measures.
| Author | : Aleksey Savkin |
| Publisher | : Lulu.com |
| Total Pages | : 166 |
| Release | : 2017-04-18 |
| Genre | : Business & Economics |
| ISBN | : 1365900711 |
Finding winning KPIs is not about picking some smart-sounding candidates from the long list of options. The best performance metrics are those that are born in the discussion and are tailor-made for your organization. This book is for those business professionals who are looking beyond standard performance metrics; this book will guide you step-by-step to develop the most effective KPIs.
| Author | : Paul R. Niven |
| Publisher | : John Wiley & Sons |
| Total Pages | : 354 |
| Release | : 2002-10-15 |
| Genre | : Business & Economics |
| ISBN | : 0471269166 |
This book explains how an organization can measure and manage performance with the Balanced Scorecard methodology. It provides extensive background on performance management and the Balanced Scorecard, and focuses on guiding a team through the step-by-step development and ongoing implementation of a Balanced Scorecard system. Corporations, public sector agencies, and not for profit organizations have all reaped success from the Balanced Scorecard. This book supplies detailed implementation advice that is readily applied to any and all of these organization types. Additionally, it will benefit organizations at any stage of Balanced Scorecard development. Regardless of whether you are just contemplating a Balanced Scorecard, require assistance in linking their current Scorecard to management processes, or need a review of their past measurement efforts, Balanced Scorecard Step by Step provides detailed advice and proven solutions.
