Another satisfied customer? It depends on HR

By Paul Tjoen
|Canadian HR Reporter|Last Updated: 04/18/2001

As customer relationships increasingly shape the way that companies do business, HR professionals need to insert themselves into managing the changes that will contribute to improving these relationships.

They can do this by working with marketing and operations departments to identify the issues associated with various customer interfaces and using their own functions — training, evaluation, compensation and hiring — to improve the customer’s experience.

After all, HR managers are responsible for getting the right people for an organization, and training and evaluating them to improve the interaction with the customer. By finding the right people to support the marketing and operations departments, and their customer relationship management, the HR department is contributing to the success of their strategies and therefore adding value to the company.