On measuring interactions between customer satisfaction and financial results

Article Abstract:

The article discusses new developments in measuring how customer satisfaction relates to corporate financial performance. Although customer satisfaction is typically measured by "soft" data and financial results by "hard" data, new developments, such as international harmonizing of national customer satisfaction indices, are helping to establish links between the two areas.

International, Management, Measurement, Profits, Customer service, Customer satisfaction, Corporate profits

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Tricks of the trade in a new workforce

Article Abstract:

The trend towards using contractors and consultants in Australian businesses is discussed, with focus on the conflicting aims of employers and outside contractors, and the need to assess the contractors' contribution.

Australia, Usage, Column, Practice, Executives, Contractors

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