and changing its structure to reflect new segments ommunications Formal presentation by chief Sponsorship by chief Social events executive at conferences executive- the train is Joint training course Written support from chief executive Redesign market information systems to be branches) more up-to-date now leaving the station

Redefinition of markets and you are either on it or.. target segments written memo sent to all 17.4 Planning for internal marketing There are a variety of situations when strategic thinking about competitive strategy should address the possible role of internal marketing where performance in critical areas of customer service are unsatisfactory and not sufficient to establish a strong competitive position; where customer satisfaction is consistently low and complaints suggest that the underlying causes are employee attitudes and behaviour