5 Relationships

Question 1

What is relationship marketing, what are benefits for the organization and for the customer?

Answer 1

= Process of creating, maintaining and enhancing strong relationships with customers and other stakeholders

Organisation:
+ Increased purchases
+ Lifetime Value
+ Sustainable competitive advantage
+ Word of mouth

Customer
+ Risk and Stress reduction
+ High quality service
+ Social and status benefits

Question 2

What are 4 factors for relationship quality?

Answer 2

Service quality

Trust

Commitment

Satisfaction

Question 3

Trough what factors can relationships be built?

Answer 3

Technical support

Expertise

Resource support

Service levels

Risk reduction

Question 4

Look at developing custoler retention strategies in your gallery

Question 5

What are the 4 factors of creating bonds with customers?

Answer 5

Financial - incentives (Anreize), offers

Structural - customer specific services

Social - Connections between buyers and sellers

Relational - Help to increase satisfaction, gain loyalty

Question 6

Look at the customer journey in your gallery