Academic journal article Manager

Foreword

Academic journal article Manager

Foreword

Article excerpt

Today is my first day back at work after two weeks away with some of my grandchildren. We went to Kyrenia in Northern Cyprus, a frequent favourite of ours, and were extremely fortunate to have beautifully warm - but not blisteringly hot - weather the whole time. August is the holiday month of the year soT hope you managed to find some simshine, and have some fun, before we all have to put the Olympics behind us and apply ourselves to the economic fortunes of the autumn.

Speaking of fortunes, I think you will find both our cover story, and the features on workplace trends and customer relationship management very interesting. In challenging times nothing is more important than winning and keeping your customers.

It is good to see how others approach the gritty issues of managing customer expectations and sustaining customer satisfaction. Quite a few members - who moved from the IPA into the IAM - have expressed an interest in starting their own business: in fact some members have already done just that We are very keen to support this level of entrepreneurship and see IAM members develop successful businesses that go from strength to strength. Our research indicates that in times of change, and pretty severe cut-backs in many organisations, cost-effective electronic solutions give many individuals - as well as established companies - high quality and flexible services that can improve customer retention and bring dividends to the bottom line. …

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