To provide satisfaction to customers and employees Xerox Corporation, a US technology and services company instituted a new CRM system in 2000 with a Performance Evaluation Program (PEP) at its heart. The programme focused attention on customers, employees and work processes and as a first step employee commitment was obtained to offer Xerox products, solutions,…

BPIR Categories

9.5.1 Develop performance management approach
9.4.1 Align employee & organisation development needs
9.4.7 Develop team competencies
1.3.3 Review customer relationship approach

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