Employee Relationship Marketing (ERM) is the process of creating, maintaining and enhancing strong, value-laden relationships with staff. This note focuses on various facets of ERM like – features of a well developed ERM strategy, where does ERM begin, how to meet the customers needs – internal and external customers of the MFIs. The note describes how ERM as a powerful communication tool provides staff with information that enables them to meet the needs of the customer, whilst working towards corporate objectives. Other aspects of ERM discussed in the note include – hiring the right people and ways to measure changes in service quality that demonstrate improvements made so far.

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