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

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		One more Factor to Create A Strong Customer Relationship Mohammed Rahim Ullah, Financial Consultant, Bangladesh, Member
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		Factors for a Strong Customer Relationship Richard Ahumibe, Management Consultant, United Kingdom, Member
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		When will Customer Relationship be Strong? If there are Mutual Benefits and 2-way Communication Orane Farquharson, Project Manager, Canada, Member
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		How to Form a Strong Customer Relationship: Voice of Customer and HR Praneet Varma, Manager, Indonesia, Member
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		Building a Strong Customer Relationship: The Role of Consistency Marcel Wiedenbrugge, Consultant, Netherlands, Member
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		Balancing Internal and External Customers Mohamad Nasir Mahmood, Director, Malaysia, Member
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		When will a Customer Relationship be Strong? Customer-Orientation and Sincerity Naomi Elisabeth, Indonesia, Member
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		CRM: what Forms a Strong Customer Relationship? PK Lim CMC, PMC, Management Consultant, Singapore, Member
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		How to Build a Strong Relationship: Communication to Customers Musyoki Muli, Director, Kenya, Member
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		Creating Strong Customer Relations by Scheduling Appointments remo ram mero, Financial Consultant, Saudi Arabia, Member
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		What Forms a Strong Customer Relationship: Deliver what your Customers Value Stephan Weber, Business Consultant, United Kingdom, Member
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		Providing Status to the Customer P. ter Horst, Strategy Consultant, Chile, Member
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		The Role of Status in Forming a Strong Customer Relationship Jaap de Jonge, Editor, Netherlands
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		What Forms a Strong Customer Relationship is Different in B2B and B2C Marcel Wiedenbrugge, Consultant, Netherlands, Member
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		Achieving a Strong Customer Realationship also Requires Sharing the Mind of the Customer Dr. Sapna Dadwal, Professor, India, Member
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		Associations and Experience are Two Main Themes of CRM as a strategy Mary Grace Mabunga, Student (MBA), United Kingdom, Member
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