The marketing division sponsors projects that build relationships with readers. Human resources employees strengthen the company's organizational structure. Tennessean execs annually complete performance appraisals and track turnover. Telemarketing reps target individual phone prefixes with custom scripts based on demographics. Employees in the lobby, in security and on the phones work for this division.
Training helps employees understand how news stories develop.
A quality-improvement plan encourages them to offer suggestions on improving customer contact. Churn is a reflection of your business strategies. All departments can affect it and work toward making subscribers lifetime customers, she concluded. Phillips Copyright 1997, Newspaper Association of America. All rights reserved.