CRM: What Forms a Strong Customer Relationship?

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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

		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 @Orane Farquharson : I agree that communication th (...)

		remo ram mero Financial Consultant, Saudi Arabia
	Creating Strong Customer Relations by Scheduling Appointments @Lim Poh Khai : I agree on the practical side, cre (...)

		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 @P. ter Horst: thanks for your thought provoking r (...)

		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 @P. Ter Horst: Based on my research, company's are (...)