Managing the Competitive Customer RelationshipTM

Tommy Tang, Jianmin Yuan and Danny Yang

Competition is the theme of every market. Taking customer relationships out of the context of market competition can be compared to the ancient Chinese idiom of inventing a cart behind a closed door.

Managing the Competitive Customer Relationship™

T.J. TangCMO Consulting International, China

Danny YangCMO Consulting International, China

Jianmin YuanShanghai Urban Social and Economy Investigation Team, China

Chongdao RenShanghai Financial Committee, China

THE IMPORTANCE OF CUSTOMER RELATIONSHIP

Facing ever-severe fierce market competition, every company tries craves to understand the foundation of its sustainable competitive advantages: what makes a company surviving and outperforming its competitors in the long run?

There is only one answer to the question: stronger customer relationship. In fact, the nature of market competitions is to compete for stronger customer relationship.

In current CRM practice, customer relationship...

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