CRM

During economic downturns, staff are given the assurance if a no-layoffs policy which is directly communicated to them. (Vu 2003) This corresponds job security which also effects job satisfaction and loyalty. Employees who feel the organisation is loyal to them, is more likely to be loyal to the organisation. Believing they are secure in their job promotes loyalty and can affect the attitude of the employee. .
             Effective internal communication also has an effect on employee attitudes in by allowing the employee to be heard and providing the employee with the information they require to complete their work. Maslow's hierarchy of needs is relevant. An employee's need for social acceptance, to be part of a group, and esteem needs of attention and recognition, are gained through communication. (Daft & Marcic 2001) Gustafson (2001) suggests that by keeping their employees fully informed about the organisation's activities and direction, and by seeking and incorporating employee input and opinions, a strong connection between their employees and the organisation can be established. In order to promote job satisfaction and loyalty, feedback must also be conveyed back to the employee. Employees will feel both accepted and respected.
             In order for customers to be satisfied, employees must have the information the customers require. Communication and training is therefore the key to customer satisfaction. Communication and training is also key to employee satisfaction. A person who does not understand their job or certain job tasks is not likely to be content in that position. Job and role clarity is therefore essential for job satisfaction. (Arnett et al. 2002). Employees with a clear understanding of their responsibilities are likely to have reduced stress and worry levels, be more productive and in turn be happier with their job. Communication and training is essential to employees understand their tasks and expanding their knowledge.