Relationship Marketing[关系营销]
(Levitt)

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构建公司与顾客之间的长久关系。 Theodore Levitt的Relationship Marketing[关系营销]解析。 (‘83)

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什么是关系营销？释义

作为一种营销手段，关系营销（Relationship Marketing）强调的是在公司与顾客之间构建一种长期持续的关系，强调顾客服务、服务质量的重要性，并由此而采取的一系列行动。 Theodore Levitt在1983年率先提出关系营销的概念。

关系营销的起源。历史

早在1980年，B. Schneider就曾评论，商人们和市场研究人员统统把工作重点放在如何去吸引顾客，而不去维系现有顾客，这一点着实让人感到惊奇。继而，Levitt在1983年写道，随着在各种交易过程中所占的分量和比重越来越大，我们看到关系确实在促进销售。关系已经成为消费者再次消费选择的最为重要的因素。

关系营销与Business Process Reengineering[业务流程重组]关系紧密。根据重组理论，企业应该根据完整的任务流程，而不是功能进行重组。

关系营销的运用。应用

关系营销和传统的交易营销（Transactional Marketing）并非互为排斥、相互矛盾。在下列情境下，关系营销也许更为适宜：

高价值的产品或服务。
工业产品。
非一般性商品。
转换成本高的产品。
产品的使用者偏爱持续稳定的关系。
产品生产阶段需要客户的介入。参见： Co-Creation[共同创造]。

关系营销的步骤。

绘制服务提供流程系统图。为系统每一部分设置标准，尤其是在“遭遇点”上。
辨识关键性的服务问题。
设置服务标准。
建立顾客沟通系统。
对员工提供实地训练，与顾客保持良好的关系。
实施服务标准监督，对提供优异服务的员工进行奖励，对标准细节进行修正。
确保每一名员工都能完全理解质量和服务在营销中的重要性。

关系营销的优势。优点

关注顾客价值。
强调顾客保持。
这是一种市场、服务和质量整合一体的营销方法，它更能够为企业提供Competitive Advantage[竞争优势]。
研究在几产业表示，费用保留一名现有的客户是费用的分数获取一名新的客户。它那么经常有经济道理给予更多注意对现有的客户。
长期客户会为企业提供免费的口头推介。
长期顾客一般不太可能投向公司的竞争对手，这一点使得新的竞争者很难跨入自己的市场领域。
愉悦的顾客产生愉悦的员工。

关系营销的局限。缺点

关系营销不适于以下一些情况：

价值相对较低的产品或服务。
日消品。
一般性商品。
转换费用较低的商品。
顾客倾向于单一交易关系的商品。
没有或较低顾客生产介入的商品。

参考书：西奥多・Levitt -营销想像力-

小组 - 关系营销

小组 (5名成员)

论坛 - 关系营销

关于这个主题的讨论：关系营销。

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最佳实践 - 关系营销

在这里，您将找到过去最有价值的讨论。

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在这里，您将找到专家的建议。

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