INSIDE
THIS EDITION..
Emotional Experience
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PLUS..
ECMW - European Customer Management World Conference
Employee Engagement
Using NLP to improve customer satisfaction
The Voice of the Customer
Fast Guide - Treating Customers Fairly
UKCSI Wave 3 Results
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The Balanced Scorecard
Article 1: The Beginnings
The following extract from Kaplan and Norton's seminal book on the subject explain the authors' involvement in the early development of the balanced scorecard:
Click here to view whole article (pdf format)
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