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Growth in today's economy relies first and foremost on satisfying existing
customers. This ITSMA Case Study examines the recent evolution
of customer satisfaction initiatives at Kronos Incorporated, a provider
of human resources, payroll, and labor management software and solutions.
Kronos undertakes regular satisfaction surveys of its 40,000 customers
and uses survey findings to drive process improvements and organizational
changes, especially in customer service and support. The firm's intensive
focus on satisfaction has led to extremely high ratings among its customers
and enabled the firm to highlight customer satisfaction as a strategic
differentiator in the market and a key reason to purchase Kronos products
and solutions.
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