EPH - International Journal of Business & Management Science (ISSN: 2208-2190) http://ephjournal.com/index.php/bms <p><strong> <span id="cell-7-name" class="gridCellContainer"><span class="label">EPH - International Journal of Business &amp; Management Science (ISSN: 2208-2190)</span></span> </strong>publishes a wide range of high quality research articles in the field (but not limited to) given below: Accounting, Advertising Management, Business &amp; Economics, Business Ethics, Business Intelligence, Business Information Systems, Business Law, Business Performance Management, Business Statistics, Change Management, Communications Management etc. <br><span style="font-size: 1.5em;"><strong> <span style="text-shadow: #ff6600 0px 0px 3px;">Current Impact Factor: 2.404</span></strong></span></p> Engineer's Publication House en-US EPH - International Journal of Business & Management Science (ISSN: 2208-2190) 2208-2190 <ul> <li>All contributor(s) agree to transfer the copyright of this article to <strong>EPH Journal.</strong></li> <li><strong>EPH Journal</strong> will have all the rights to distribute, share, sell, modify this research article with proper reference of the contributors.&nbsp;</li> <li><strong>EPH Journal</strong> will have the right to edit or completely remove the published article on any misconduct happening.</li> </ul> PROPUESTA METODOLÓGICA PARA EL PROCESO DE SELECCIÓN DE PERSONAL http://ephjournal.com/index.php/bms/article/view/510 <p><span class="fontstyle0">This study centres in the design of a recruitment and selection system to possess a force of sale which&nbsp;dedicates to the promotion and sale at the national level of a postgraduate program, to a higher&nbsp;education institution.</span> </p> <p><span class="fontstyle0">To the institution is very important to incorporate the best sellers, because the service offered is of the&nbsp;highest quality and prestige. Because of it this study is based in a methodological proposal that enables&nbsp;to recruit to the best in the country, without having to interview the candidates, on the basis of an&nbsp;innovative methodology of standardized and parametrized selection. The worked model delivers a solid&nbsp;base to raise and describe all the important points of the recruitment and selection process.</span> </p> <p><span class="fontstyle0">In summary, this study stablishes clearly and effectively a way to recruit and select personal through a&nbsp;method based in previously established standardized skills of the candidates, which govern the&nbsp;evaluation criteria.</span> </p> Oscar Alfredo Rojas Fernando HERRERA CIUDAD José FARÍAS VERDUGO Académico Universidad Miguel de Cervante ##submission.copyrightStatement## http://creativecommons.org/licenses/by-nc-nd/4.0 2018-02-28 2018-02-28 4 2 01 26 Customer Relationship Management as a Customer Retention Tool: A Case Study of OK Zimbabwe Limited http://ephjournal.com/index.php/bms/article/view/480 <p>This study sought to establish Customer Relationship Management as a customer retention tool at OK Zimbabwe Limited in Bulawayo Metropolitan Province. The study investigated why organisations should care about existing customers and explored challenges on the implementation of Customer Relationship Management as a customer retention tool. The mixed research design was used to enable an in-depth qualitative establishment of Customer Relationship Management as a customer retention tool at OK Zimbabwe Limited. Convenient sampling and purposive sampling techniques were employed in the selection of a sample of 91 respondents out of a target population of 303 potential respondents. Open and closed ended questionnaires and interview schedules were employed for gathering data. Till operators responded to open ended questionnaires whilst customers responded to closed ended questionnaires through an online survey. Managers and marketing officers responded through guided interviews. Thematic analysis of data revealed that poor implementation of Customer Relationship Management concept contributed to the loss of market share, growth and profitability at OK Zimbabwe Limited in the Bulawayo Province. Till operators lack the basic knowledge about the purpose of CRM whilst managers had an idea theoretically but they lack application. The results further revealed that the absence of Customer Service Managers in all OK supermarkets in Bulawayo made it difficult for the branches to handle or manage customer issues at branch level. OK Zimbabwe Limited still lags behind in terms of technology and relies on manual documents. The study recommends that OK Zimbabwe Limited sources enough resources such as new machines, operates normal working hours for all employees, network management, provides training facilities for all employees including managers, decentralisation of procurement, maintenance, decentralises information and technology department into Southern and Northern regions to reduce workload at head office.&nbsp; It is further recommended that all OK Zimbabwe Limited supermarkets in Bulawayo should have Customer Service Managers as custodians of Customer Relationship Management at branch level and the Marketing Department should be operational in Bulawayo.</p> Vusumuzi Sibanda Malias Ndhlela ##submission.copyrightStatement## http://creativecommons.org/licenses/by-nc-nd/4.0 2018-02-28 2018-02-28 4 2 27 41