This book presents a practical and concrete approach
for defining new performance indicators that help decision-makers run their
businesses in this age of urgency and uncertainty. Apart from the cost factor,
it enables assessments of created values to be made (clients, shareholders,
employees, partners, public etc.).
This book covers the entire process to be adopted step by step and stresses
the selection of objectives, the choice of key indicators and the implementation
of marketing tools.
A complete case study and 150 tables and graphs enhance this decision-making
aid, which is aimed at users as well as designers. The new edition takes into
account the evolution of information systems (portals, CRM, SCM and ERP) and
emphasises the specific needs of client-oriented organisations and the case
of project management.
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