Who Owns the Data?: Using Internal Customer Relationship Management to Improve Business and IT IntegrationTate Publishing & Enterprises, LLC, 2005 - 230 من الصفحات We all know how important customer service is, every company espouses it. But how often do we think about treating our internal colleagues with the same customer service levels as our external customers? Who Owns The Data? examines the relationships between IT departments in an organization and the business units they support and develops a holistic approach to improving these internal relationships. This book is targeted at executives, managers and team members at every level of an organization. It demonstrates the direct, positive impact of adopting Internal Customer Relationship Management principles on employee satisfaction, customer satisfaction and organizational performance. |
المحتوى
Foreword | |
Chapter Three Contributing Factors 33 | |
Chapter Five Contemporary Approaches | |
Chapter Seven Internal Customer | |
Chapter Nine IntCRM Assessment 143 | |
Chapter Eleven Technology Capabilities 173 | |
Chapter Fourteen Customercentric Culture 205 | |
عبارات ومصطلحات مألوفة
ability achieving actions actually alignment analysis applications approach areas assessment attempts attitudes basic become behaviors building business processes business units business users challenges chapter clear clearly collaboration collection communication competency complex components continuous corporate correlation create critical culture customer satisfaction decision defined departments direct effective efforts employee employee satisfaction encourage environment examining existing external factors focus focused frequently functions goals holistic horizontal impact implementation important improving indicate individual initiatives IntCRM integration internal involvement knowledge leaders leadership measures ment methodologies metrics needs ness occurs organization organizational overall performance planning positive problem processes provides regarding relationships requirements response role scores sharing solutions solving specific staff stage strategies structure success suggests Summary survey system development methodologies tion understanding