Relationship Marketing
(Levitt)

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Build continuing relationships between the organization and its customers. Explanation of Relationship Marketing of Theodore Levitt. ('83)

Contents

  1. Summary
  2. Forum
  3. Best Practices
  4. Expert Tips
  5. Resources
  6. Print

What is Relationship Marketing? Description

Relationship Marketing is an approach which emphasizes the continuing relationships that should exist between the organization and its customers. It emphasizes the importance of customer service and quality and of developing a series of transactions with consumers. The terminology was first described by Theodore Levitt in 1983.


Origin of the Relationship Marketing Approach. History

Already in 1980, B. Schneider wrote: What is surprising is that researchers and businessmen have concentrated far more on how to attract customers to products and services than on retaining customers. In 1983 Levitt wrote: In a great and increasing proportion of transactions, the relationship actually intensifies subsequent to the sale. This becomes a central factor in the buyer's choice of the seller the next time.

Relationship Marketing is strongly linked to Business Process Reengineering. According to this reengineering theory, organizations should be structured according to complete tasks and processes. Rather than functions.


Usage of Relationship Marketing. Applications

Relationship marketing and traditional transactional marketing are not mutually exclusive and they are not necessarily in conflict with each other. Relationship Marketing may be more suitable in the following circumstances or situations:

  • High value products or services.
  • Industrial products.
  • Products are not generic commodities.
  • Switching costs are high.
  • Customers prefer a continuous relation.
  • There is customer involvement in the production phase. See: Co-Creation.

Steps in the Relationship Marketing Process

  1. Chart the service delivery system. Set standards for each part of the system, especially the 'encounter points'.
  2. Identify critical service issues.
  3. Set service standards for all aspects of service delivery.
  4. Develop customer communication systems.
  5. Train employees on building and maintaining a good relationship with clients.
  6. Monitor service standards, reward staff for exceeding service levels, correct sub-standard service levels.
  7. Ensure that each employee fully understands the importance of quality and relationships in the marketing philosophy.

Strengths of Relationship Marketing. Benefits

  • Focus on providing value to customers.
  • Emphasis on customer retention.
  • The method is an integrated approach to marketing, service and quality. Therefore it provides a better basis for achieving Competitive Advantage.
  • Studies in several industries show that the costs to keep an existing customer are just a fraction of the costs to acquire a new customer. So often it makes economic sense to pay more attention to existing customers.
  • Long-term customers may initiate free word of mouth promotions and referrals.
  • Long-term customers are less likely to switch to competitors. This makes it more difficult for competitors to enter the market.
  • Happier customers may lead to happier employees.

Limitations of the Relationship Marketing model. Disadvantages

Relationship Marketing is less appropriate in the following circumstances:

  • Relatively low value products or services.
  • Consumer products.
  • Generic commodities.
  • Switching costs are low.
  • Clients prefer a single transaction to relationships.
  • No / low customer involvement in production.

Book: Theodore Levitt - The Marketing Imagination -


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Best Practices - Relationship Marketing Premium
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Expert Tips - Relationship Marketing Premium
 

Pitfalls of Traditional Relationship Marketing

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Usage (application): Relationship Marketing Implementation / Improvement
 
 
 

The Old versus the New View on Relationship Marketing

Here is a point by point comparison:
Usage (application): Relationship Marketing Implementation
 
 
 

Six Causes of Relationship Marketing problems

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Usage (application): Relationship Marketing Implementation
 
 
 

Factors for Corporate Credibility

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Customer Relationship TYPES

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Usage (application): CRM, Relation Marketing, Branding
 
 
 

Branding In Relationship Marketing

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Usage (application): Linking the Brand
 
 
 

Definitions of Relationship Marketing

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Usage (application): Teaching Relationship Marketing
 
 
 

Customer Retention

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Usage (application): Relationship Marketing
 
 
 

Use of Permission Marketing

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Resources - Relationship Marketing Premium

Factors Influencing the Effectiveness of Relationship Marketing

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Usage (application): Effective Relationship Marketing
 

A Service-Oriented View on Marketing

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Usage (application): Service-Dominant Logic, Perspectives on Marketing
 

The Effect of Relatinal Constructs on Relationship Performance

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Usage (application): Relationship Marketing
 

Introduction Into Permission Marketing (PM)

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The Importance of Noncustomers

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Interview with Theodore Levitt on Global Marketing

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Compare with Relationship Marketing: Customer Relationship Management  |  Marketing Mix  |  Extended Marketing Mix  |  SERVQUAL  |  Benchmarking  |  Customer Satisfaction Model  |  Total Quality Management  |  Quality Function Deployment


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