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.