In this paper, the authors from Accenture outline a Workforce Performance Framework designed to help executives focus on improving the performance of their mission-critical workforces. By aligning mission-critical workforce performance with financial and operational goals, executives can directly increase bottom-line results. This paper is excerpted from The Ultimate CRM Handbook: Strategies & Concepts for Building Enduring Customer Loyalty & Profitability, published by The McGraw-Hill Companies, Inc.
Copyright 2003 Accenture. All rights reserved. Reproduced with permission of The McGraw-Hill Companies, Inc.
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