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Performance assessment (3 main value (Employee value, Shareholders value,…
Performance assessment
3 main value
Employee value
Shareholders value
Customer value
Cost reduction
Developing appropriate standards, metrics, KPIs
CMAT
understand how well company manages its customers
Customer Operations Performance Centre
Focused on particular sector in more details
Metrics
Customer
aquisition
satisfaction
People & Process
Strategic
Output & Comparative
Special
A balanced score card
Linkage model & service profit chain
Establish CRM monitoring system
Strategy maps
Success maps
CRM return on investments