CRM: What Forms a Strong Customer Relationship?

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Customer Relationship Management > Best Practices

Anneke Zwart, Student (University), Netherlands
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 and independence: symmetry means to what extend the members of the relation (...) Read more? Sign up for free

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  Mohammed Rahim Ullah, Financial Consultant, Bangladesh

One more Factor to Create A Strong Customer Relationship

Have a CRM Practice for customer equity building / (...)

  Richard Ahumibe, Management Consultant, United Kingdom

Factors for a Strong Customer Relationship

Keeping our promises to our customers (nothing bin (...)

  Orane Farquharson, Project Manager, Canada

When will Customer Relationship be Strong? If there are Mutual Benefits and 2-way Communication

From a sociological perspective, the ability to cr (...)

  Praneet Varma, Manager, Indonesia

How to Form a Strong Customer Relationship: Voice of Customer and HR

To add, ask customers what they want and how can w (...)

  Marcel Wiedenbrugge, Consultant, Netherlands

Building a Strong Customer Relationship: The Role of Consistency

As part of 2. Satisfaction, it's important to have (...)

  Mohamad Nasir Mahmood, Director, Malaysia

Balancing Internal and External Customers

There are two kinds of customers: - external cust (...)

  Naomi Elisabeth, Indonesia

When will a Customer Relationship be Strong? Customer-Orientation and Sincerity

When we focus on the customer and we put ourselves (...)

  PK Lim CMC, PMC, Management Consultant, Singapore

CRM: what Forms a Strong Customer Relationship?

Having an actual relationship is # 1. Next is you (...)

  Musyoki Muli, Director, Kenya

How to Build a Strong Relationship: Communication to Customers

@ : I agree that communication that updates the cu (...)

  remo ram mero, Financial Consultant, Saudi Arabia

Creating Strong Customer Relations by Scheduling Appointments

@ : I agree on the practical side, creating and sc (...)

  Stephan Weber, Business Consultant, United Kingdom

What Forms a Strong Customer Relationship: Deliver what your Customers Value

Create the right value: identify and deliver what (...)

  P. ter Horst, Strategy Consultant, Chile

Providing Status to the Customer

The four principles mentioned by Anneke are valid, (...)

  Jaap de Jonge, Editor, Netherlands

The Role of Status in Forming a Strong Customer Relationship

@: thanks for your thought provoking reaction. I b (...)

  Marcel Wiedenbrugge, Consultant, Netherlands

What Forms a Strong Customer Relationship is Different in B2B and B2C

I like to make a distinction between B2C and B2B: (...)

  Dr. Sapna Dadwal, Professor, India

Achieving a Strong Customer Realationship also Requires Sharing the Mind of the Customer

Apart from the above points I think sharing the mi (...)

  Mary Grace Mabunga, Student (MBA), United Kingdom

Associations and Experience are Two Main Themes of CRM as a strategy

@: Based on my research, company's are associated (...)

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