Customer Relationship and Human Resource Management

Author: Wang Yunsheng
Publisher:
Publish Date: 2004-03-01
Features: A series of books on automobile maintenance and repair management. Customer satisfaction is the source of corporate benefits, and "customer-centricity" has become the core and fundamental concept of modern business management. The first part of this book focuses on the characteristics of automobile maintenance and repair enterprises, combining 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 care in small details. All business operations of a company are inseparable from people, and employees are the most valuable asset. The second part of the book is based on the fundamental functions of modern corporate human resource management—selecting, nurturing, utilizing, and retaining talent—and introduces how automobile maintenance and repair enterprises can conduct organizational structure design, position setting, 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 automobile maintenance and repair enterprises but can also include business supervisors, human resource managers, receptionists, technicians, and other practitioners in the field of automobile maintenance and repair.