AJR Customer Relationship Management Questions

AJR Customer Relationship Management Questions

read the book and answer the following six questions:

Definition of relationship

Minimum two-party

“A relationship is composed of a series of interactive episodes between dyadic parties over time”

How can relationships change over time?

aware, to trust and commit, and dissolve

Understand there are various phases, the importance of the evolution of relationship for business, relationship matters

Why companies want and not want relationship with customers?

Give some examples and explain why some rationales

KPIs to measure relationship/dissolution of relationship

churn, tenure, lifetime value

The calculation, the turn rate

Give me one example, to explain each of these KPIs to help us understand how businesses perform

How to maintain the relationship at a profit

And why to maintain relationships at a profit

Understand and apply the satisfaction-profit chain theory (the most important one, please write more about this question)

What are some alternatives to this theory

Understand each link and how to apply

Each link of the chain

CS – C Loyalty – Business Performance

Why performance is important

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