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Relationship Between Employee Retention and Customer Relationship Management
Dr. Sapna Dadwal, Professor, India, Member
In my opinion, retention of employees plays an important role in managing relationship with customers. Organizations which have a very high employee turnover rate will typically have a very low customer retention rate.
In other words, the high rate of employee turnover adversely affects customer loyalty and trust in the organization and its products.
WHY BETTER EMPLOYEE RETENTION LEADS TO HAPPIER AND MORE LOYAL CUSTOMERS
The reason for this is that like other relationships, the relationship with customers also depends upon understanding their behavior and taste. To understand customers behavior and taste takes times and a lot of effort from the side of the employees.
If the employees keep on changing, the relationship with the customers is influenced by this and also the trust of customers in the organization will decrease....
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Building and Managing Relationship by Employees
Jaap de Jonge, Editor, Netherlands Indeed in B2B environments, as well as traditional B2C environments (for example a simple grocery shop), the customer and the sales or services reps f...
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