White Papers

Balanced Scorecard

Customer Relationship Management

  • Mastering the Customer Experience - The Key Drivers for Success - A good description of critical drivers and processes behind great customer service by IBF Management (6 pages - pdf)
  • CRM Metrics that Really Work - White paper on good performance measurements for Customer Relationship Management by Mark Graham Brown (13 pages - pdf)

Human Resource Management

Knowledge Management

Performance Management

Value Based Management

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