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Customer-Focused HR

Technology is only as good as the people behind it

March 15, 2005

The marketing department focuses on communicating benefits to the customer. Call centers focus on how to best help the customer. Inventory management focuses on speeding order fulfillment for the customer. The sales force focuses on improving relationships with the customer. Shouldn't it follow that human resources focus on the customer, too? One breed of HR does. It's called "customer-centric HR," and it defines HR and how it functions in terms of the customer.

By integrating business strategy, technology and human resource practices (including recruiting, performance evaluations and training), distributors can put the customers' needs first. Then they can determine what practices they need to put into place, who they need to hire and which software they need to train users ...

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