Employee And Customer Management Processes For Profitability ? The Case Of Hewlett?Packard India | Vinnie Jauhari |

This paper attempts to provide an insight into the customer relationship management processes at Hewlett Packard India (HP). The company strongly believes that there is a strong relationship between employee satisfaction, customer satisfaction and market share. This paper attempts to study the employee management processes at HP. It also tries to map the customer management processes at HP. The employee satisfaction processes include the HR initiatives taken within the organization, measures taken by the top management to sustain a suitable climate within which innovation thrives and concern for employee welfare and development becomes extremely important. The customer management processes include creation of databases, managing the call centre, ensuring skill and knowledge upgradation by the engineers and service providers in touch with the end consumer. The organizations should focus on customer loyalty rather than just attempting to achieve customer satisfaction. Customer loyalty in the long run acts as a source of profitability for the firm.