CRM: What Forms a Strong Customer Relationship?

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CRM: What Forms a Strong Customer Relationship?
Anneke Zwart, Moderator
Of course a vital relationship between customer and company is critical for CRM to be efficient. But what forms a strong relationship? The answer on this question is not always clear. Nguyen and Mutum mention four essential factors important in pertaining a strong customer relationship:
1.Trust and commitment: Trust means feeling secure by believing in positive and beneficial intentions of parties involved. Therefore, trust is positively related to satisfaction and loyalty. Besides, trust is an important component of commitment which also increases satisfaction and loyalty.
2. Satisfaction: there exist a positive relationship between satisfaction and loyalty; satisfied clients are more likely to maintain a good relation. Furthermore, since a relationship’s duration is dependent on a clients subjective evaluation of this relationship, satisfaction increases the duration of a relationship as well.
3. Symmetry... Register
 

 
One more Factor to Create A Strong Customer RelationshipSign up
Mohammed Rahim Ullah, Member
Have a CRM Practice for customer equity bui...
 

 
Factors for a Strong Customer RelationshipSign up
Richard Ahumibe, Member
Keeping our promises to our customers (noth...
 

 
When will Customer Relationship be Strong? If there are Mutual Benefits and 2-way CommunicationSign up
Orane Farquharson, Member
From a sociological perspective, the ability to...
 

 
How to Form a Strong Customer Relationship: Voice of Customer and HRSign up
Praneet Varma, Member
To add, ask customers what they want and how ca...
 

 
Building a Strong Customer Relationship: The Role of ConsistencySign up
Marcel Wiedenbrugge, Member
As part of 2. Satisfaction, it's important to have...
 

 
Balancing Internal and External CustomersSign up
Mohamad Nasir Mahmood, Member
There are two kinds of customers:
- external ...
 

 
When will a Customer Relationship be Strong? Customer-Orientation and SinceritySign up
Naomi Elisabeth, Member
When we focus on the customer and we put oursel...
 

 
CRM: what Forms a Strong Customer Relationship?Sign up
PK Lim CMC, PMC, Member
Having an actual relationship is # 1. Next is you ...
 

   

   

 
What Forms a Strong Customer Relationship: Deliver what your Customers ValueSign up
Stephan Weber, Member
Create the right value: identify and deliver what ...
 

 
Providing Status to the CustomerSign up
P. ter Horst, Member
The four principles mentioned by Anneke are valid,...
 

   

 
What Forms a Strong Customer Relationship is Different in B2B and B2CSign up
Marcel Wiedenbrugge, Member
I like to make a distinction between B2C and B2B:<...
 

 
Achieving a Strong Customer Realationship also Requires Sharing the Mind of the CustomerSign up
Sapna, Member
Apart from the above points I think sharing the mi...
 

   

 
 

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