Executive summary of the Forum for People Performance Management & Measurement hosted by the Northwestern University.
The document presents the results of a research about the way and level of relation between the departments of Marketing and HR, in the sense that a good communication between both is a must for reaching high motivated employees contacting the main customers, as well as the incentives used for this range of employees ( leaded by recognition awards )
Few words about the summary:
1-High market performers are more likely to place a higher value on directly measuring customer satisfaction than on using more traditional sales measures to approximate customer satisfaction
2-Firms that have an open corporate culture and strong orientation by senior management are more likely to be able to develop the appropiate communications, measurement tools, and incentives to achieve and maintain strong customer satisfaction levels ans financial performance.
It is not only to say that “it is all about people”, but there is a clear mandate to execute in this sense, empowering employees with information, allowing them to develope their capacities.
Goals must be deployed along the organization, properly explained and shared with all the incumbents of a role in the organization
Goals must be deployed along the organization, properly explained and shared with all the incumbents of a role in the organization
