CMAT
From GPWiki
Saturday 31 of July, 2010 Ogilvy Engage | Paul Weston | Doug Leather | CMAT
Other Techniques From The Expert Network : oA³ || CMAT
CMAT is a range of tools and methodologies that provide a detailed, objective benchmarked assessment of an organisation’s capability to effectively manage its customers.
The CMAT range includes capability assessments for large organisations, small & medium enterprises and for public sector or government organisations. It also provides specialised, drill-down assessments for organisations that already have a CRM Programme in place and those wishing to look at a specific aspect of their CRM activity, such as Customer Data Management
At the centre of most of the products in the range is the CMAT model of CRM. This model is fast becoming recognised by many leading commercial, research and academic organisations as being the definitive ‘scope’ statement for CRM.
It has been statistically tested and conclusively shown to have a high level of correlation to widely used business performance measures. It has also been used as the foundation more than 600 assessments that make up the CMAT benchmark database. Over the last five years CMATTM has become the de facto Global Scorecard for CRM.
CMAT EXPERT
Discovery enables any business to know what it knows, what it doesn't know and what it needs to know. 4D™ 
Development then enables the business to design alternative strategies that will achieve agreed outcomes...
Decision ensures the business then makes the right choices based on thorough and precise thinking... 
Deployment then makes sure the entire enterprise stays on track.Go to: 4D™, Structured Visual Thinking, Expectation Setting
Client Benchmark Best-in-class CMAT™ EXPERT is the mostcomprehensive and highest value assessment in the CMAT range. It involves face-to-face interviews with trained and accredited CMAT™ Assessors who can transfer a high degree of knowledge just by asking the questions that make up the full CMAT™ assessment.
- Carried out by trained and accredited assessors
- Minimum disruption for your own staff
- Fact-based with evidence being sought for each practice
- Seeks out Reality and Effect as well as management Intention
- Knowledge transfer occurs just by asking the questions
- Quantified results with comparison to individually created benchmark
- Aligns senior team behind common understanding of CRM in the organisation
- Results can be deployed on the company intranet using CMAT™ ONLINE
Accreditation
CMAT™ EXPERT is carried out by one or more accredited assessors. The assessment team will plan with you a representative group of individuals to see. This planning activity is carried out against a proven formula to ensure that the right mix of people are seen to enable the assessment to uncover the REALITY and the EFFECT of your customer management as well as the management INTENTION.
The assessment team will seek out hard evidence of the effectiveness with which the 260 practice areas are implemented in your organisation. The ninety to one hundred minute, time-boxed interviews are carried out either at the desks of the chosen individuals or in other appropriate locations close to where they work to minimise disruption.
The input from the interviews is then used to populate the CMATTM toolset for your organisation. The results are then interpreted by your assessment team and the central CMAT Quality Assurance team to deliver an accurate and high value output report. This report will score your performance against best practice down to 40 detailed areas of customer management and will compare each one to a specially constructed benchmark of organisations like your own.
Finally a half-day workshop of findings and recommendations is delivered to an appropriate, senior internal audience.
