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Relationship marketing is a form of marketing developed from direct response marketing campaigns that emphasizes customer retention and satisfaction rather than sales transactions. [ 1 ] [ 2 ] It differentiates from other forms of marketing in that it recognises the long-term value of customer relationships and extends communication beyond ...
The concept of relationship marketing (RM) was established by marketing professor Leonard Berry in 1983. He considered it to consist of attracting, maintaining and enhancing customer relationships within organizations. [2] In the years that followed, companies were engaging more and more in a meaningful dialogue with individual customers.
The concept of customer relationship management started in the early 1970s, when customer satisfaction was evaluated using annual surveys or by front-line asking. [6] At that time, businesses had to rely on standalone mainframe systems to automate sales, but the extent of technology allowed them to categorize customers in spreadsheets and lists.
Marketing concept: This is the most common concept used in contemporary marketing, and is a customer-centric approach based on products that suit new consumer tastes. These firms engage in extensive market research, use R&D (Research & Development), and then use promotion techniques. [46] [47] The marketing orientation includes:
The relationship between trust as a traditional core concept [11] and in its emerging 'radical' form as a component of online community [12] must be described. Governance The goal of effective business relationship governance is achieving both cooperation and coordination between business actors. [13]
Loyalty marketing – Marketing strategy; Business model – Description of how businesses operate; Strategic management – Planning for a company's responses to external issues; Brand engagement – Process of forming an attachment between a consumer and a brand; Relationship marketing – Form of marketing focused on customer retention
A market plan can consist of elements such as, target market, consumer interests, and resources; it must be specific and key to that group of consumers as that is the speciality of niche marketing. [32] Focus Your Marketing Program:
The dialogue marketing system is designed to track, measure and analyze results, nailing down the ever-elusive connection between sales and marketing by determining what’s working and what’s not. With this data, businesses can quickly change messaging, shift market focus and re-brand their products to continually stay valuable, relevant and ...