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Customer satisfaction – why is it important?

People continually strive to achieve the greatest utility they can (i.e. maximise the benefit they gain for whatever cost they incur), they migrate to the suppliers that come closest to delivering it. In other words they search for and stay with companies that do best what matters most to customers. Customer satisfaction is the phrase commonly used to encapsulate this phenomenon.
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Change management

Change management is defined as the process of changing one or more aspects of an organisation, e.g. processes, technology, people's roles and responsibilities, reporting structures, facilities, place and hours of work.
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Business ethics

Business ethics is the application of ethical values to business behaviour. It applies to any and all aspects of business conduct, from boardroom strategies and how companies treat their employees and suppliers to sales techniques and accounting practices
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IVR

Interactive Voice Response (IVR) is a technology-based facility to enable a customer to interact with a computer by voice and keypad input
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Outsourcing

Outsourcing involves the transfer of the management and/or day-to-day execution of a business function to an external service provider.
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Best practice benchmarking

Benchmarking has become an important methodology for providing a fast-track to achieving organisational excellence. This topic sheets investigates the different types of best practice benchmarking and their relative benefits.
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