Improving Customer Satisfaction: A People CMM Perspective

Every year organizations in the service industry spend the same amount of money trying to replace one lost customer as they do trying to keep five existing ones. However, many of these organizations focus little time, attention, or money on developing their workforce who are a key contributor to customer satisfaction and retention.

Provided by: Carnegie Mellon University Topic: Software Date Added: Oct 2010 Format: Webcast

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