Relationship stages model

Customer Relationship Management (CRM) involves using of a wide range of marketing, sales, communication, service, and customer care tools.

Relationship stages model

Merlin Stone, Alison Bond & Bryan Foss

Customer Relationship Management (CRM) is the use of a wide range of marketing, sales, communication, service, and customer-care approaches. A company could describe it like this: “CRM is how we ...

  • Find you;

  • Get to know you;

  • Keep in touch with you;

  • Try to ensure that you get what you want from us in every aspect of our dealing with you;

  • Check that you are getting what we promised you.”

It should be obvious that unless it is supported by deep insight into how consumers feel...

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