The value profit chain : treat employees like customers and customers like employees by Heskett, James L, Sasser, W. Earl, Schlesinger, Leonard A instant download

The value profit chain : treat employees like customers and customers like employees by Heskett, James L, Sasser, W. Earl, Schlesinger, Leonard A instant download

Includes bibliographical notes (p. 345-360) and index, Pt. I. Achieving Value-Centered Change -- 1. Value Profit Chain -- 2. Rethinking the Business Using Value-Centered Concepts -- Pt. II. Getting Management's Attention -- 3. Measuring and Communicating Customer Lifetime Value -- 4. Measuring and Communicating Employee Value -- 5. Mobilizing for Change: Challenging Strong Cultures -- Pt. III. Engineering Value Profit Change -- 6. Performance Trinity and the Value Profit Chain -- 7. Employee Relationship Management Treating Employees Like Customers -- 8. Customer Relationship Management Treating Customers Like Employees -- 9. Managing by Value Exchange -- 10. Leveraging Value over Cost -- Pt. IV. Cementing the Gains -- 11. Identifying and Revisiting Core Values -- 12. Developing Value-Centered Measurement and Recognition -- 13. Hardwriting Performance -- 14. Leading the Organization to Learn and Innovate -- App. A. Compendium of Value Profit Chain Research -- App. B. The Value Profit Chain Audit -- App. C. Calculating the Lifetime Value of a Customer