Co nezměříš, to nezlepšíš. To je věta, kterou si pamatujte. Tato myšlenka je v různých obměnách připisována Peteru Drucknerovi, americkému filozofovi managementu a autorovi desítek inspirujících a pro managment v podstatě základních knih. Hovořili jsme o zákaznické podpoře. Dá se zákaznická podpora, resp. její účinnost změřit a zhodnotit? Samozřejmě. Nejprve je třeba si stanovit ukazatele výkonnosti. V angličtině […]
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