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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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Crystal Reports 10 : The Complete Reference (Complete Reference Series)
Crystal Reports 10 : The Complete Reference (Complete Reference Series)

Create visually appealing reports and publish them on the Web with Crystal Reports 10 and help from this comprehensive resource. Whether you’re a beginner or a power user looking for answers to quick questions, many examples and tips, along with clear discussion of the new and improved features, make this a must-have workplace...

MySQL Stored Procedure Programming
MySQL Stored Procedure Programming

The implementation of stored procedures in MySQL 5.0 a huge
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the already extremely popular MySQL database. If you are serious about
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get up to speed quickly
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Guide to Assembly Language Programming in Linux
Guide to Assembly Language Programming in Linux
The primary goal of this book is to teach the IA-32 assembly language programming under
the Linux operating system. A secondary objective is to provide a gende introduction to the
Fedora Linux operating system. Linux has evolved substantially since its first appearance in
1991. Over the years, its popularity has grown as well.
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Inside .Mac
Inside .Mac

If you're like me, your Mac is like the Sun at the center of the solar system. It's the hub of all your activity. You use your Mac for work and play, and more importantly, to keep in contact with the outside world. In today's connected, Internet world, your Mac plays a vital role in how you communicate and share information...

The Mystery of the Quantum World, Second Edition
The Mystery of the Quantum World, Second Edition
… solid and reliable.
-The Good Book Guide

… an excellent introduction to an interesting and ongoing field of research in physics for those who have some knowledge of quantum theory.
-A. Davies, Australian and New Zealand Physicist

… a splendid book … a good reference for current undergraduates...

Essential XML Quick Reference: A Programmer's Reference to XML,  XPath, XSLT, XML Schema, SOAP, and More
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"Finally, a complete and thorough reference book covering all of the most important XML technologies, including the latest addition (XML Schema), in one concise and consistent presentation. I will definitely have this book close at hand."
—Chris Lovett, Product Unit Manager, B2B Web Services, Microsoft

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