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 ...
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...