What's Behind Relationship Marketing and CRM...

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Relationship Marketing > Forum > What's Behind Relationship Marketing and CRM...

What's Behind Relationship Marketing and CRM...
Felix C. Poudeu, Management Consultant, Cameroon, Member
The basic principle of relationship marketing and customer relationship management is that firms benefit more from maintaining long-term customer relationships than short-term customer relationships (Reinartz & Kumar, 2000).
In the 21st century businesses are becoming more customer-centric, process-focused everyday.
Therefore metrics like ROI, CLV and RFM are gaining importance.
Customers demand highly personalized products, personalized services and immediate delivery.
 

   

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