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How to lose your star performer without losing customers, too

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003  MAP
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008  020404e20011101usa|||| | |00010|eng d
040  ‎$a‎MAP‎$b‎spa
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1001 ‎$0‎MAPA20080155278‎$a‎Bendapudi, Neeli
24510‎$a‎How to lose your star performer without losing customers, too‎$c‎by Neeli Bendapudi and Robert P. Leone
520  ‎$a‎When 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
65001‎$0‎MAPA20080593483‎$a‎Servicio al cliente
65011‎$0‎MAPA20080614126‎$a‎Fidelización de clientes
65001‎$0‎MAPA20080615307‎$a‎Satisfacción del cliente
650 1‎$0‎MAPA20080614393‎$a‎Infidelidad del empleado
65011‎$0‎MAPA20080604370‎$a‎Valoración de activos
65011‎$0‎MAPA20080624248‎$a‎Dirección de recursos humanos
7001 ‎$0‎MAPA20080169350‎$a‎Leone, Robert P.
7400 ‎$a‎Harvard business review
7730 ‎$w‎MAP20077100345‎$t‎Harvard business review‎$d‎Boston‎$g‎November 2001 ; p. 104-112