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The Value Profit Chain

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In what may be the most far-reaching study ever undertaken of the strategic importance of the employee-customer relationship, Heskett, Sasser, and Schlesinger offer profound new insights into the life-long value of both employees and customers and the increasingly important concept of employee-relationship management. Readers will discover how organizations as diverse as aluminum maker Alcoa, travel agency Rosenbluth International, and the Willow Creek Community Church treat employees like customers (in the case of Willow Creek, volunteers as well). Conversely, the authors show how advertising agency Merkley Newman Harty and financial services provider ING Direct treat customers like employees, pursuing the ones they want most. At the Vanguard Group, Cisco Systems, and Southwest Airlines, both practices are common. The authors explain how these organizations and many others - whether large or small, public or private, or not-for-profit - achieve profitability and growth or the equivalent by leveraging results and process quality to deliver differentiated products and services at the lowest cost.

Timely, essential, and important reading, The Value Profit Chain should be readily accessible on the desk of every forward-thinking manager.

NOTE: This title is a Bargain Book Copy, purchased direct from various publishers as excess inventory or a store return. The book is in new condition and will, in most cases, have a small dot or line on the edge of the book. It may also have a price sticker on it from the original store it was returned from. For more information please refer to the information page Our Product.

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ISBN: 9781476799988
Publisher: Free Press
Language: English
Page Count: 377
Size: 9.03" l x 5.95" w x 1.07"
Series: N/A