How to lose your star performer without losing customers, too

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<rdf:Description>
<dc:creator>Bendapudi, Neeli</dc:creator>
<dc:creator>Leone, Robert P.</dc:creator>
<dc:date>2001-11-01</dc:date>
<dc:description xml:lang="es">Sumario: When you lose a star performer who has built up strong customer relationships, something else is at stake: The star's customers may also walk out the door. In a study the authors asked customers how they felt and discovered three main concerns. First, customers can become attached to a particular key contact employee, and if that person leaves, they wonder whether service will suffer. Second, customers fear that a replacement won't be as good as the employee who left. Third, customers want information about the changeover and how you will manage the transition. In the article, the authors also include a scorecard to rate your company on how well you are protecting customer relationships when employee turnover occurs</dc:description>
<dc:identifier>https://documentacion.fundacionmapfre.org/documentacion/publico/es/bib/54239.do</dc:identifier>
<dc:language>eng</dc:language>
<dc:rights xml:lang="es">InC - http://rightsstatements.org/vocab/InC/1.0/</dc:rights>
<dc:subject xml:lang="es">Servicio al cliente</dc:subject>
<dc:subject xml:lang="es">Fidelización de clientes</dc:subject>
<dc:subject xml:lang="es">Satisfacción del cliente</dc:subject>
<dc:subject xml:lang="es">Infidelidad del empleado</dc:subject>
<dc:subject xml:lang="es">Valoración de activos</dc:subject>
<dc:subject xml:lang="es">Dirección de recursos humanos</dc:subject>
<dc:type xml:lang="es">Artículos y capítulos</dc:type>
<dc:title xml:lang="es">How to lose your star performer without losing customers, too</dc:title>
<dc:title xml:lang="es">Título: Harvard business review</dc:title>
<dc:relation xml:lang="es">En: Harvard business review. - Boston. - November 2001 ; p. 104-112</dc:relation>
</rdf:Description>
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