In the modern business world, organisations must deal with rapid change. These include new technologies, e-business, and new and different types of competition. Organisations also have to handle customers’ requirements. In many industries these are becoming increasingly sophisticated. To flourish in this changing world, intelligent organisations monitor their changing business environment. They also recognise the need to invest in their workforce, so that employees are able to adapt and respond to changing requirements. Business organisations need customers. Customers look for good customer service. It’s not…

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