Companies are what they measure and the selection of good performance indicators is not an easy process. This monograph suggests how to identify indicators that achieve a balance in these effects and enhance long-term profitability. It focuses on the designing of a Performance Measurement System (PMS).

This comprehensive book, written from practitioner’s point of view, presents the theory and practices of performance management in a systematic manner. The book is patterned after motivational structure of human resource comprising seven strategies—Reward, Career, Team, Culture, Measurement, Competency and Leadership centric performance management, 14 interventions, and 140 drivers. It

Capacity Management is described in most key ITSM frameworks: ITIL, ISO 20000 Microsoft Operations Framework (MOF) and the Application Service Library (ASL) all note the importance of Capacity Management. This major title meets the need for an in-depth practical guide to this critical process. Written and reviewed by some of

Books about ECRM 2017 16th European Conference on Research Methods in Business and Management

Customer value management is a managerial approach in which customers are perceived as the company’s asset, the value of which may be measured and increased through the organization of processes around customer relationships. This book deals with the topic of managing customer lifetime value on the internet, and more specifically