CustomerService 2012
Issue Map
CustomerService 2012

ROI E-Learning Sales Program

This case was prepared to serve as a basis for discussion rather than to illustrate either effective or ineffective administrative and management practices. All names, dates, places, and organizations have been disguised at the request of the authors or organization.

About the Author
Lizette Zuniga is an organizational development consultant who specializes in measurement and cross-cultural talent development. She holds an M.S. degree in psychology from Georgia State University, and a PhD in leadership and HRD from Barry University. She co-authored the book Measuring the Success of OD with Jack and Patti Phillips, and has published several articles and case studies on needs assessment, ROI, and organizational culture.
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