文档介绍：《客户关系管理(第2版)》第五讲:CRM与核心竞争力及文化建设
Living the Sixth Sense of Business
ABC petencies The behaviours and values that everyone is expected to display in their day-to-day work
ABC Role petencies
Key behaviours and skills which mon to a number of roles across anisation depending on the role accountabilities3>.
Managing Client Relationships
Applying Knowledge and Skills to Deliver Client Insight
Business mercial Acumen
Delivering essful Projects
Working Effectively in Global and Multi-Cultural Environments
Effective People Management and Motivational Leadership
Thought Leadership
Strategic Visioning and Implementation
What petencies?
Competencies are a mixture of knowledge, skills and attitude which provide a clear description in simple language of what a person needs to be able to do to carry out his or her job effectively.
They can help to:
enable individuals to understand more clearly what is required of them
e more aware of their strengths and development needs
enable anisation to ensure that it has the right people doing the right jobs
petencies
These are behaviours and values which we expect everybody to display. They are vital to maintain and build our business; they are important in establishing how we work together, how we treat and respect each other. Five petencies have been identified:
Committed to Service Excellence and Added Value
Working Together across the Business
Making a Personal Impression and Impact
Achieving Results
Continually Improving and Innovating
For each of petencies we have identified clear indicators of what is expected, what outstanding performance would look like and how we would recognise poor or eptable performance.
By establishing these indicators employees and managers will have mon understanding of what is expected. This will not only help us to improve the way we do business but will also ensure greater fairness and consistency for assessing individual performance.
Role petencies
In addition to pet