A Balanced Scorecard for CRM Effectiveness
This paper presents a balanced scorecard based model to evaluate the effectiveness of a Customer Relationship Management (CRM) solution.
Customer relationship management (CRM) has become one of the leading business strategies in the new millennium. CRM is a broad term for managing business interactions with customers. The effectiveness of CRM can be measured as a satisfaction level achieved by CRM activities. Although CRM has emerged as a major business strategy for e-commerce, little research has been conducted in evaluating the effectiveness of CRM. Because it is difficult to demonstrate tangible returns on the resources expanded to plan, develop, implement, and operate CRM, the aim of our research is to measure the intangible attributes of these benefits, such as value enhancement, effectiveness, innovation, and service improvement. In this paper, we propose a customer-oriented evaluation model for evaluating the effectiveness of CRM and then illustrate the model through a case study.
Documents are in common file formats such as Microsoft Word (doc), Powerpoint (ppt), Excel (xls,csv,xlsx), and Adobe pdf.Download
An excellent presentation on using Balanced Scorecard for Performance Management.
This presentation describes a balanced scorecard based approach to information security or information risk management.
This research explores the reasons and depth of use of the balanced scorecard. Excellent discussion for the CIO who are exploring the relevance of this framework.
Executive's Guide to Management Tools provides a quick primer/overview of 30 top management tools. The related Management Tools and Trends Survey provides insights into their use and performance. I scream, you scream, we all scream for Balanced Scorecard! Have you convinced your “financial types” on it? What do they think about the Balanced Scorecard? This primer on the Balanced Scorecard has been prepared by a controller for his peers. Read... An soup to nuts overview of the Balanced Scorecard technique
This presentation provides a quick introduction to balanced scorecard. This balanced scorecard for the Kenyan Red Cross can be used as an example/sample to create your own.
This in-depth primer on the balanced scorecard provides a soup-to-nuts introduction and overview of the framework.
This survey answers the following questions: Who uses Balanced Scorecard? What are Balanced Scorecards being used for? How is Balanced Scorecard used? What sort of Balanced Scorecard design is in use? How was the Balanced Scorecard designed?
This paper examines the “cause and effect” principle of the Balanced Scorecard in depth and argues that BSC is a practical framework i.e. cause and effect and Strategy Maps rule. Good Discussion.
Balanced Scorecard: Strategy Map Sample - Regional Airline.
This paper proposes a framework, principles, and best practices to help along the entire strategic cycle - from strategy to execution, and governance. A CIO must bridge the strategic planning, and operational execution gap if they are to create repea... Excellent case study on the use of Balanced Scorecard in a real life situation. Good Read!
This paper evaluates The Balanced Scorecard (BSC), Applied Information Economics (AIE) and Post Implementation Review (PIR) - for some inexplicable reason leaving out the other proud members of the framework alphabet soup - as IT Investment Managem... This paper describes the changes to the Balanced Scorecard framework over the past couple of decades.
This paper describes the strategic management maturity model of the Balanced Scorecard Institute which assesses the quality of an organization's strategic management capability, monitor progress over time, and benchmark capability. This presentation provides a good overview of the balanced scorecard (BSC) and its use in developing business strategy.
This article discusses the importance of service excellence and introduces a six dimensional framework to turbo charge your customer management strategy.
Posted on 10/11/2011 by