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QCi's State of the Nation II: 2002 is the second in an ongoing series of reports charting a global study into how companies manage their customers. Based on the results of over 250 assessments using QCi's proprietary customer management assessment tool CMAT™, the report highlights where and how companies are realizing major returns from customer management practice but also alarmingly where value is being destroyed.

CMAT™, is unique in providing a thorough evidence based understanding of companies' customer management performance. In addition to the major benefit that CMAT™, delivers to individual companies, it has enabled QCi to build the de-facto global customer management benchmark database. The State of the Nation II:2002 report brings together the detail behind this benchmark, describing the principles and practices behind the highs and lows.

The full report provides an in-depth analysis of the areas of the QCi model of customer management, with individual chapters looking at analysis and planning, the proposition, customer management activity, people and organisation, processes, information and technology, measuring the effect and the customer experience. These chapters provide a detailed drill down to the individual customer management processes and practices proven to deliver real returns and illustrate these comprehensively with case studies.

The aim of this report is to stimulate debate on the subject of customer management amongst senior managers. Customer Management is a critical subject for many businesses, and major investments have been made on new systems, strategies and channels for managing customers. This report confirms the importance of customer management, describes why and illustrates how senior managers need to drive customer management strategy and implementation.

The aim of the State of the Nation series of reports is to stimulate debate on the subject of customer management amongst senior practitioners and academics across the world. Almost all businesses recognise Customer Management as an important set of disciplines, and major investments have been made on new systems, strategies and channels for managing customers, but there is increasing pressure to justify expenditure in the tough competitive climate of 2004/5. This is the fourth report in our State of the Nation series and presents new findings on the importance of customer management. The opening chapter describes the world’s largest empirical study on the impact of customer management on business performance. The report goes on to describe how leading companies are developing and measuring customer management.