by BreezeMaxWeb | Jun 1, 2016 | Uncategorized
Critics of service quality and satisfaction monitoring generally advocate the monitoring of loyalty or repeat purchases (e.g. Reichheld et al., 2000). Loyalty has two important advantages – it measures behaviour, or conative attitudes, and it can be derived from... by BreezeMaxWeb | May 1, 2016 | Uncategorized
Clearly, the financial benefits arising from a relationship will be of prime importance to the RM manager. The concern here is more with performance than with diagnosis – most of the financial measures serve as an indicator of the contribution made by a specific... by BreezeMaxWeb | Apr 1, 2016 | Uncategorized
The importance of communication Marketing communications are clearly central to RM. Duncan and Moriarty (1998), for example, argue that trust and commitment are products of communication, concluding that ‘Relationships…are impossible without... by BreezeMaxWeb | Mar 1, 2016 | Uncategorized
Neglecting existing relationships is a common mistake. Although the maintenance of mature relationships often requires fewer resources than initiating and developing new ones, they are clearly critical to the success of RM strategy, since this stage represents the... by BreezeMaxWeb | Feb 1, 2016 | Uncategorized
Satisfaction and loyalty Attempting to satisfy customers is a necessary first step in building customer loyalty, but that is only a start. It is now generally agreed that satisfaction alone does not necessarily lead to loyalty, and that satisfaction indices are not a... by BreezeMaxWeb | Jan 1, 2016 | Uncategorized
We’ve seen that a brand is what ties an insight and its name together, but although we think and communicate verbally, we orient ourselves in our surroundings primarily by visual means. So beyond the name, a brand identity requires a visual system, beginning...
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