Customer relationship and human resource management

Author: Wang Yunsheng
Publisher:
Publish Date: 2004-01-01
Features: A series of books on automotive maintenance enterprise management. Customer satisfaction is the source of corporate benefits, and "customer satisfaction as the center" has become the core and fundamental concept of modern enterprise management. The first part of this book, tailored to the characteristics of automotive maintenance enterprises, combines a wealth of examples to explain how such enterprises can carry out advertising, service promotion, target management, after-sales service management, customer complaint management, and special customer management. It also discusses methods for enterprises to enhance competitiveness, improve their professional image, and show meticulous care for customers. Every aspect of a company's production and operation is inseparable from people, and employees are the most valuable asset of the enterprise. The second part of this book, based on the fundamental functions of modern enterprise human resource management—selecting, nurturing, utilizing, and retaining talent—it introduces how automotive maintenance enterprises can conduct organizational structure design, job setup, human resource planning, employee recruitment, performance management, compensation management, training, and development. It also explores the characteristics of modern corporate culture and methods for building advanced corporate culture. The readers of this book are not limited to plant managers and executives of automotive maintenance enterprises but can also include business supervisors, human resource supervisors, receptionists, technicians, and other practitioners in automotive maintenance enterprises.