Involves planning all activities in the customer supplier relationship, including pre,-during, and post transaction stages to ensure customer expectation are met exceeded

Represent an individual or an organization which the marketer would possibly persuade to do business

Having done business at least once with the organization

Someone who has done business with the marketers organization and repeat basis but it still at best neutral towards the supplier

Someone who has done business with the marketer on a regular basis

Customer who recommends the marketers organization to organization

Who is a customer who effectively has the relationship of strategic partner with the supplying organization

commitment to customer should be reflected and enshrined in the overall corporate objective and mission statement of the organization

This encompasses an appraisal of the internal and external environment of the company

It should include customer care elements and specific objectives with regards to level of customer care

The actions a brand follows to promote its product or services to the target audience and achieve it goals

Overall objectives for customer care need to be translated into specific action programs with the allocation of responsibilities

It goes without saying that effective customer care, like other areas of marketing needs to be evaluated and control

Program developed by the marketing science institute and the harvard business school in the early 1970

Showing the roi and cash flow that are" normal"

Report which computes the predicted consequences of each several alternatives strategic action,

Examines possible tactics for achieving strategic objectives such as increase in market share

predicting the best combination of strategies for that particular company, again based on the experiences of the other business in similar

Has emerged as a significant development in marketing, closely tied to customer care -means an organization marketing effort should be designed around series of contacts with customer over time rather than focus on single transaction. This means that more non marketing people are involved

exchange between supplier and customer

Rm involves multiple parties with share goals, highlighting the importance of mutual exchange and trust to fulfill promises and achieve objective

focuses on identifying and managing individual customer relationship for mutual benefit

commitment to exceeding customer expectation, with trust and of commitment being essential for success

Involves rewarding customer financially for being loyal

Involves company personal increasing their personal and social bonds with customers by learning about customers individual and specific needs

Involves providing customer support in the form of expertise or equipment