White Papers

Linking Employee Relationship Management to Customer Relationship Management

• Tags:
• employee,
• activities,
• customer satisfaction,
• satisfaction

Overview While an organization can do many things to improve employee satisfaction, focusing on activities and processes that link employee effort to customer value will likely yield satisfaction for both customers and employees. Key employee activities that can provide a direct impact on customer satisfaction include planning, training, informing, collaborating, and supporting. This paper explains why each of these activities must be part of an organization's Employee relationship management (ERM) strategy and shows how customer satisfaction over the long term critically hinges on high levels of employee satisfaction.

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