...Alireza Rezghi Rostami; Changiz Valmohammadi; Jahan Yousefpoor Purpose – The purpose of this paper is to study the relationship between customer relationship management (CRM) system and customer satisfaction in branches of Ghavamin Bank in the capital city of Iran, Tehran. Design/methodology...

... Leadership Organizational culture Management by objectives Customer satisfaction Leadership – perhaps the most overworked word in the management lexicon, but perhaps also not the best understood. In the world of work those holding in‐charge positions were traditionally called managers to identify...

... intervention, plus customer satisfaction results in Siemens Automation & Drives is described. Findings Key findings are that training when implemented within a well designed performance system yields an impressive Return On Investment (ROI). Practical implications Training on its...

... success in the twenty‐first century is continual research, not only into customer satisfaction, but also into internal customer – employee – satisfaction. Success in the twenty‐first century will be judged on the quality and longevity of supplier‐customer relationships. With companies facing increasing...

...." © MCB UP Limited 2001 --> Competitive strategy Customer satisfaction Research describes 17 "competitive lock-out" activities Keywords: Competitive strategy, Customer satisfaction Conventional bricks and mortar companies threatened by e-business start-ups need...

... the failure of companies to implement quality company‐wide and beyond. Finally, true customer satisfaction asserts that a purely quality‐based focus is not enough to ensure the survival and success of a quality programme. © MCB UP Limited 1997 What is the magic that has made companies such as TI...