CRM: What Forms a Strong Customer Relationship?

Customer Relationship Management CRM > Best Practices > CRM: What Forms a Strong Customer Relationship?

CRM: What Forms a Strong Customer Relationship?
Anneke Zwart, Student (University), Netherlands, 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...Sign up

One more Factor to Create A Strong Customer Relationship
Mohammed Rahim Ullah, Financial Consultant, Bangladesh, Member
Have a CRM Practice for customer equity building / relationship banking. If you want to ensure customer equity, you need to obviously have a Cu...Sign up

Factors for a Strong Customer Relationship
Richard Ahumibe, Student (University), United Kingdom, Member
Keeping our promises to our customers (nothing binds like a promise kept) and giving extra support to our customers when they are in nee...Sign up

When will Customer Relationship be Strong? If there are Mutual Benefits and 2-way Communication
Orane Farquharson, Project Manager, Canada, Member
From a sociological perspective, the ability to create a mutually beneficial scenario. Customers can witness this on a consistent basis even wh...Sign up

How to Form a Strong Customer Relationship: Voice of Customer and HR
Praneet Varma, Manager, Indonesia, Member
To add, ask customers what they want and how can we make things better.
The quality must keep increasing constantly and a good understandi...Sign up

Building a Strong Customer Relationship: The Role of Consistency
Marcel Wiedenbrugge, Consultant, Netherlands, Member
As part of 2. Satisfaction, it's important to have consistency and we should be managing expectations in a consistent way.
That is one of ...Sign up

Balancing Internal and External Customers
Mohamad Nasir Mahmood, Director, Malaysia, Member
There are two kinds of customers:
- external customers - those who pay and receive the products or services rendered, the lifeline, and
- in...Sign up

When will a Customer Relationship be Strong? Customer-Orientation and Sincerity
Naomi Elisabeth, Indonesia, Member
When we focus on the customer and we put ourselves in their shoes, we will be able to understand and consider what they need, concern about, an...Sign up

CRM: what Forms a Strong Customer Relationship?
PK Lim CMC, PMC, Management Consultant, Singapore, Member
Having an actual relationship is # 1. Next is you are always there to listen and provide solutions when the customer needs you....Sign up

How to Build a Strong Relationship: Communication to Customers
Musyoki Muli, Director, Kenya, Member
@Orane Farquharson : I agree that communication that updates the customer on upswings and downswings makes them feel...Sign up

Creating Strong Customer Relations by Scheduling Appointments
remo ram mero, Financial Consultant, Saudi Arabia, Member
@Lim Poh Khai : I agree on the practical side, creating and scheduling appointments with customers should be a centr...Sign up

What Forms a Strong Customer Relationship: Deliver what your Customers Value
Stephan Weber, Business Consultant, United Kingdom, Member
Create the right value: identify and deliver what is important to your customer. From experience I know that sometimes organisations are so focused on...Sign up

Providing Status to the Customer
P. ter Horst, Strategy Consultant, Chile, Member
The four principles mentioned by Anneke are valid, but none of them seems to be as relevant as the customer's status gained by obtaining certai...Sign up

The Role of Status in Forming a Strong Customer Relationship
Jaap de Jonge, Editor, Netherlands
@P. ter Horst: thanks for your thought provoking reaction. I believe you are right to say that it is the subjecti...Sign up

What Forms a Strong Customer Relationship is Different in B2B and B2C
Marcel Wiedenbrugge, Consultant, Netherlands, Member
I like to make a distinction between B2C and B2B:
- In B2C, status, as Ter Horst mentions can be more dominant.
- In B2B imho trust and perf...Sign up

Achieving a Strong Customer Realationship also Requires Sharing the Mind of the Customer
Dr. Sapna Dadwal, Professor, India, Member
Apart from the above points I think sharing the mind of the customer and creating the value each customer wants are also important for organization, a...Sign up

Associations and Experience are Two Main Themes of CRM as a strategy
Mary Grace Mabunga, Student (MBA), United Kingdom, Member
@P. Ter Horst: Based on my research, company's are associated with different expectations. These expectations...Sign up

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