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Finding out what customers really think is a crucial first step toward an improved bottom line. New technology may help.
Russ Banham, CFO Magazine
July 1, 2006
As a consultant for HR/Customer systems I am very happy this article defines and elaborates some of the issues that so often company's neglect when it comes down to performance management and customer feedback. Customer retention and to a great extent employee retention/performance can greatly be enhanced through these types of mechanisms. I would also like to add that forms of 360 degree data collection as intensive and elaborate as they may be, can greatly enhance the EFM model, which I think many readers have yet to familiarize themselves with. It is adviseable for HR professionals to clearly define objectives and possible KPI's before embarking survey based systems. A well thought out plan will render greater performance/results than to simply rollout any kind of survey. Frank Estorgy
Posted by Frank Estorgy | July 15, 2006 08:22 am
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