The document discusses customer relationship management (CRM). It defines CRM as establishing, developing, and sustaining long-term, beneficial relationships between organizations and their customers. CRM aims to increase customer retention through loyalty programs and databases. It reduces costs associated with acquiring new customers. CRM software helps companies provide better service and increase customer satisfaction. Properly managing customer relationships is important for customer retention, reducing costs, and growing business.
The Changing Nature of the Customer Relationshipmichellereape
This paper explores considerations on how to harness the power of the customer relationship on the front lines to power our clients’ competitive edge through to their bottom line
The Changing Nature of the Customer Relationshipmichellereape
This paper explores considerations on how to harness the power of the customer relationship on the front lines to power our clients’ competitive edge through to their bottom line
CREATING CUSTOMER value, satisfaction and loyaltySajjad Sayed
Presentation, CREATING CUSTOMER value, satisfaction and loyalty, help the students to understand core concepts of how to make customer crazy to your products and offerings.
CREATING CUSTOMER value, satisfaction and loyaltySajjad Sayed
Presentation, CREATING CUSTOMER value, satisfaction and loyalty, help the students to understand core concepts of how to make customer crazy to your products and offerings.
Customer Relationship Management (CRM): Theory and PracticeJ. Todd Bennett
Learn the basics of Customer Relationship Management (CRM) for continuing education and discover how to create an "information centered organization" resulting in better programs, more inquiries, increased revenue and repeat customers. From cutting-edge technologies to simple do-it-yourself tools, get practical tips for making the most of your marketing dollars.
This is the first description of our future eco-project in Bulgaria, which we intend to kickstart next year. It's a call for support and building a network of supporters. Thanks very much for reading, if you have any questions please contact me or Katja personally under: woistix@yahoo.de respectively beyer.k@gmx.de.
Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large.”
Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.
When people talk about CRM, they are usually referring to a CRM system, a tool that helps with contact management, sales management, productivity, and more.
A CRM solution helps you focus on your organization’s relationships with individual people — including customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship.
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Maximizing Your Streaming Experience with XCIPTV- Tips for 2024.pdfXtreame HDTV
In today’s digital age, streaming services have become an integral part of our entertainment lives. Among the myriad of options available, XCIPTV stands out as a premier choice for those seeking seamless, high-quality streaming. This comprehensive guide will delve into the features, benefits, and user experience of XCIPTV, illustrating why it is a top contender in the IPTV industry.
Are the X-Men Marvel or DC An In-Depth Exploration.pdfXtreame HDTV
The world of comic books is vast and filled with iconic characters, gripping storylines, and legendary rivalries. Among the most famous groups of superheroes are the X-Men. Created in the early 1960s, the X-Men have become a cultural phenomenon, featuring in comics, animated series, and blockbuster movies. A common question among newcomers to the comic book world is: Are the X-Men Marvel or DC? This article delves into the history, creators, and significant moments of the X-Men to provide a comprehensive answer.
As a film director, I have always been awestruck by the magic of animation. Animation, a medium once considered solely for the amusement of children, has undergone a significant transformation over the years. Its evolution from a rudimentary form of entertainment to a sophisticated form of storytelling has stirred my creativity and expanded my vision, offering limitless possibilities in the realm of cinematic storytelling.
From Slave to Scourge: The Existential Choice of Django Unchained. The Philos...Rodney Thomas Jr
#SSAPhilosophy #DjangoUnchained #DjangoFreeman #ExistentialPhilosophy #Freedom #Identity #Justice #Courage #Rebellion #Transformation
Welcome to SSA Philosophy, your ultimate destination for diving deep into the profound philosophies of iconic characters from video games, movies, and TV shows. In this episode, we explore the powerful journey and existential philosophy of Django Freeman from Quentin Tarantino’s masterful film, "Django Unchained," in our video titled, "From Slave to Scourge: The Existential Choice of Django Unchained. The Philosophy of Django Freeman!"
From Slave to Scourge: The Existential Choice of Django Unchained – The Philosophy of Django Freeman!
Join me as we delve into the existential philosophy of Django Freeman, uncovering the profound lessons and timeless wisdom his character offers. Through his story, we find inspiration in the power of choice, the quest for justice, and the courage to defy oppression. Django Freeman’s philosophy is a testament to the human spirit’s unyielding drive for freedom and justice.
Don’t forget to like, comment, and subscribe to SSA Philosophy for more in-depth explorations of the philosophies behind your favorite characters. Hit the notification bell to stay updated on our latest videos. Let’s discover the principles that shape these icons and the profound lessons they offer.
Django Freeman’s story is one of the most compelling narratives of transformation and empowerment in cinema. A former slave turned relentless bounty hunter, Django’s journey is not just a physical liberation but an existential quest for identity, justice, and retribution. This video delves into the core philosophical elements that define Django’s character and the profound choices he makes throughout his journey.
Link to video: https://youtu.be/GszqrXk38qk
Skeem Saam in June 2024 available on ForumIsaac More
Monday, June 3, 2024 - Episode 241: Sergeant Rathebe nabs a top scammer in Turfloop. Meikie is furious at her uncle's reaction to the truth about Ntswaki.
Tuesday, June 4, 2024 - Episode 242: Babeile uncovers the truth behind Rathebe’s latest actions. Leeto's announcement shocks his employees, and Ntswaki’s ordeal haunts her family.
Wednesday, June 5, 2024 - Episode 243: Rathebe blocks Babeile from investigating further. Melita warns Eunice to stay clear of Mr. Kgomo.
Thursday, June 6, 2024 - Episode 244: Tbose surrenders to the police while an intruder meddles in his affairs. Rathebe's secret mission faces a setback.
Friday, June 7, 2024 - Episode 245: Rathebe’s antics reach Kganyago. Tbose dodges a bullet, but a nightmare looms. Mr. Kgomo accuses Melita of witchcraft.
Monday, June 10, 2024 - Episode 246: Ntswaki struggles on her first day back at school. Babeile is stunned by Rathebe’s romance with Bullet Mabuza.
Tuesday, June 11, 2024 - Episode 247: An unexpected turn halts Rathebe’s investigation. The press discovers Mr. Kgomo’s affair with a young employee.
Wednesday, June 12, 2024 - Episode 248: Rathebe chases a criminal, resorting to gunfire. Turf High is rife with tension and transfer threats.
Thursday, June 13, 2024 - Episode 249: Rathebe traps Kganyago. John warns Toby to stop harassing Ntswaki.
Friday, June 14, 2024 - Episode 250: Babeile is cleared to investigate Rathebe. Melita gains Mr. Kgomo’s trust, and Jacobeth devises a financial solution.
Monday, June 17, 2024 - Episode 251: Rathebe feels the pressure as Babeile closes in. Mr. Kgomo and Eunice clash. Jacobeth risks her safety in pursuit of Kganyago.
Tuesday, June 18, 2024 - Episode 252: Bullet Mabuza retaliates against Jacobeth. Pitsi inadvertently reveals his parents’ plans. Nkosi is shocked by Khwezi’s decision on LJ’s future.
Wednesday, June 19, 2024 - Episode 253: Jacobeth is ensnared in deceit. Evelyn is stressed over Toby’s case, and Letetswe reveals shocking academic results.
Thursday, June 20, 2024 - Episode 254: Elizabeth learns Jacobeth is in Mpumalanga. Kganyago's past is exposed, and Lehasa discovers his son is in KZN.
Friday, June 21, 2024 - Episode 255: Elizabeth confirms Jacobeth’s dubious activities in Mpumalanga. Rathebe lies about her relationship with Bullet, and Jacobeth faces theft accusations.
Monday, June 24, 2024 - Episode 256: Rathebe spies on Kganyago. Lehasa plans to retrieve his son from KZN, fearing what awaits.
Tuesday, June 25, 2024 - Episode 257: MaNtuli fears for Kwaito’s safety in Mpumalanga. Mr. Kgomo and Melita reconcile.
Wednesday, June 26, 2024 - Episode 258: Kganyago makes a bold escape. Elizabeth receives a shocking message from Kwaito. Mrs. Khoza defends her husband against scam accusations.
Thursday, June 27, 2024 - Episode 259: Babeile's skillful arrest changes the game. Tbose and Kwaito face a hostage crisis.
Friday, June 28, 2024 - Episode 260: Two women face the reality of being scammed. Turf is rocked by breaking
Scandal! Teasers June 2024 on etv Forum.co.zaIsaac More
Monday, 3 June 2024
Episode 47
A friend is compelled to expose a manipulative scheme to prevent another from making a grave mistake. In a frantic bid to save Jojo, Phakamile agrees to a meeting that unbeknownst to her, will seal her fate.
Tuesday, 4 June 2024
Episode 48
A mother, with her son's best interests at heart, finds him unready to heed her advice. Motshabi finds herself in an unmanageable situation, sinking fast like in quicksand.
Wednesday, 5 June 2024
Episode 49
A woman fabricates a diabolical lie to cover up an indiscretion. Overwhelmed by guilt, she makes a spontaneous confession that could be devastating to another heart.
Thursday, 6 June 2024
Episode 50
Linda unwittingly discloses damning information. Nhlamulo and Vuvu try to guide their friend towards the right decision.
Friday, 7 June 2024
Episode 51
Jojo's life continues to spiral out of control. Dintle weaves a web of lies to conceal that she is not as successful as everyone believes.
Monday, 10 June 2024
Episode 52
A heated confrontation between lovers leads to a devastating admission of guilt. Dintle's desperation takes a new turn, leaving her with dwindling options.
Tuesday, 11 June 2024
Episode 53
Unable to resort to violence, Taps issues a verbal threat, leaving Mdala unsettled. A sister must explain her life choices to regain her brother's trust.
Wednesday, 12 June 2024
Episode 54
Winnie makes a very troubling discovery. Taps follows through on his threat, leaving a woman reeling. Layla, oblivious to the truth, offers an incentive.
Thursday, 13 June 2024
Episode 55
A nosy relative arrives just in time to thwart a man's fatal decision. Dintle manipulates Khanyi to tug at Mo's heartstrings and get what she wants.
Friday, 14 June 2024
Episode 56
Tlhogi is shocked by Mdala's reaction following the revelation of their indiscretion. Jojo is in disbelief when the punishment for his crime is revealed.
Monday, 17 June 2024
Episode 57
A woman reprimands another to stay in her lane, leading to a damning revelation. A man decides to leave his broken life behind.
Tuesday, 18 June 2024
Episode 58
Nhlamulo learns that due to his actions, his worst fears have come true. Caiphus' extravagant promises to suppliers get him into trouble with Ndu.
Wednesday, 19 June 2024
Episode 59
A woman manages to kill two birds with one stone. Business doom looms over Chillax. A sobering incident makes a woman realize how far she's fallen.
Thursday, 20 June 2024
Episode 60
Taps' offer to help Nhlamulo comes with hidden motives. Caiphus' new ideas for Chillax have MaHilda excited. A blast from the past recognizes Dintle, not for her newfound fame.
Friday, 21 June 2024
Episode 61
Taps is hungry for revenge and finds a rope to hang Mdala with. Chillax's new job opportunity elicits mixed reactions from the public. Roommates' initial meeting starts off on the wrong foot.
Monday, 24 June 2024
Episode 62
Taps seizes new information and recruits someone on the inside. Mary's new job
From the Editor's Desk: 115th Father's day Celebration - When we see Father's day in Hindu context, Nanda Baba is the most vivid figure which comes to the mind. Nanda Baba who was the foster father of Lord Krishna is known to provide love, care and affection to Lord Krishna and Balarama along with his wife Yashoda; Letter’s to the Editor: Mother's Day - Mother is a precious life for their children. Mother is life breath for her children. Mother's lap is the world happiness whose debt can never be paid.
Meet Crazyjamjam - A TikTok Sensation | Blog EternalBlog Eternal
Crazyjamjam, the TikTok star everyone's talking about! Uncover her secrets to success, viral trends, and more in this exclusive feature on Blog Eternal.
Source: https://blogeternal.com/celebrity/crazyjamjam-leaks/
Panchayat Season 3 - Official Trailer.pdfSuleman Rana
The dearest series "Panchayat" is set to make a victorious return with its third season, and the fervor is discernible. The authority trailer, delivered on May 28, guarantees one more enamoring venture through the country heartland of India.
Jitendra Kumar keeps on sparkling as Abhishek Tripathi, the city-reared engineer who ends up functioning as the secretary of the Panchayat office in the curious town of Phulera. His nuanced depiction of a young fellow exploring the difficulties of country life while endeavoring to adjust to his new environmental factors has earned far and wide recognition.
Neena Gupta and Raghubir Yadav return as Manju Devi and Brij Bhushan Dubey, separately. Their dynamic science and immaculate acting rejuvenate the hardships of town administration. Gupta's depiction of the town Pradhan with an ever-evolving outlook, matched with Yadav's carefully prepared exhibition, adds profundity and credibility to the story.
New Difficulties and Experiences
The trailer indicates new difficulties anticipating the characters, as Abhishek keeps on wrestling with his part in the town and his yearnings for a superior future. The series has reliably offset humor with social editorial, and Season 3 looks ready to dig much more profound into the intricacies of rustic organization and self-awareness.
Watchers can hope to see a greater amount of the enchanting and particular residents who have become fan top picks. Their connections and the one of a kind cut of-life situations give a reviving and interesting portrayal of provincial India, featuring the two its appeal and its difficulties.
A Mix of Humor and Heart
One of the signs of "Panchayat" is its capacity to mix humor with sincere narrating. The trailer features minutes that guarantee to convey giggles, as well as scenes that pull at the heartstrings. This equilibrium has been a critical calculate the show's prosperity, resounding with crowds across different socioeconomics.
Creation Greatness
The creation quality remaining parts first rate, with the beautiful setting of Phulera town filling in as a scenery that upgrades the narrating. The meticulousness in portraying provincial life, joined with sharp composition and solid exhibitions, guarantees that "Panchayat" keeps on hanging out in the packed web series scene.
Expectation and Delivery
As the delivery date draws near, expectation for "Panchayat" Season 3 is at a record-breaking high. The authority trailer has previously created critical buzz, with fans enthusiastically anticipating the continuation of Abhishek Tripathi's excursion and the new undertakings that lie ahead in Phulera.
All in all, the authority trailer for "Panchayat" Season 3 recommends that watchers are in for another drawing in and engaging ride. Yet again with its charming characters, convincing story, and ideal mix of humor and show, the new season is set to enamor crowds. Write in your schedules and prepare to get back to the endearing universe of "Panchayat."
In the vast landscape of cinema, stories have been told, retold, and reimagined in countless ways. At the heart of this narrative evolution lies the concept of a "remake". A successful remake allows us to revisit cherished tales through a fresh lens, often reflecting a different era's perspective or harnessing the power of advanced technology. Yet, the question remains, what makes a remake successful? Today, we will delve deeper into this subject, identifying the key ingredients that contribute to the success of a remake.
Tom Selleck Net Worth: A Comprehensive Analysisgreendigital
Over several decades, Tom Selleck, a name synonymous with charisma. From his iconic role as Thomas Magnum in the television series "Magnum, P.I." to his enduring presence in "Blue Bloods," Selleck has captivated audiences with his versatility and charm. As a result, "Tom Selleck net worth" has become a topic of great interest among fans. and financial enthusiasts alike. This article delves deep into Tom Selleck's wealth, exploring his career, assets, endorsements. and business ventures that contribute to his impressive economic standing.
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Early Life and Career Beginnings
The Foundation of Tom Selleck's Wealth
Born on January 29, 1945, in Detroit, Michigan, Tom Selleck grew up in Sherman Oaks, California. His journey towards building a large net worth began with humble origins. , Selleck pursued a business administration degree at the University of Southern California (USC) on a basketball scholarship. But, his interest shifted towards acting. leading him to study at the Hills Playhouse under Milton Katselas.
Minor roles in television and films marked Selleck's early career. He appeared in commercials and took on small parts in T.V. series such as "The Dating Game" and "Lancer." These initial steps, although modest. laid the groundwork for his future success and the growth of Tom Selleck net worth. Breakthrough with "Magnum, P.I."
The Role that Defined Tom Selleck's Career
Tom Selleck's breakthrough came with the role of Thomas Magnum in the CBS television series "Magnum, P.I." (1980-1988). This role made him a household name and boosted his net worth. The series' popularity resulted in Selleck earning large salaries. leading to financial stability and increased recognition in Hollywood.
"Magnum P.I." garnered high ratings and critical acclaim during its run. Selleck's portrayal of the charming and resourceful private investigator resonated with audiences. making him one of the most beloved television actors of the 1980s. The success of "Magnum P.I." played a pivotal role in shaping Tom Selleck net worth, establishing him as a major star.
Film Career and Diversification
Expanding Tom Selleck's Financial Portfolio
While "Magnum, P.I." was a cornerstone of Selleck's career, he did not limit himself to television. He ventured into films, further enhancing Tom Selleck net worth. His filmography includes notable movies such as "Three Men and a Baby" (1987). which became the highest-grossing film of the year, and its sequel, "Three Men and a Little Lady" (1990). These box office successes contributed to his wealth.
Selleck's versatility allowed him to transition between genres. from comedies like "Mr. Baseball" (1992) to westerns such as "Quigley Down Under" (1990). This diversification showcased his acting range. and provided many income streams, reinforcing Tom Selleck net worth.
Television Resurgence with "Blue Bloods"
Sustaining Wealth through Consistent Success
In 2010, Tom Selleck began starring as Frank Reagan i
2. Contents
• Introduction
• Relationship marketing vs. relationship management
• Definitions of customer relationship management
• Forms of relationship management
• Managing customer loyalty and development
• Reasons behind losing customers by organizations
• Significance of customer relationship management
• Social actions affecting buyer-seller relationships
3. Introduction
• In marketing, it is often said that ‘retaining customer is more important than
acquiring one’.
• Organizations use communication tools to make the consumer aware about their
products and brands.
• It uses supply chain and human resources to sell its products.
• All these have a cost to the company and in this competitive world organizations
want to reduce cost.
• For this organizations develop a database which helps in creating loyalty
programs.
• Many Indian companies like Infosys, Wipro and others started offering CRM
software to companies.
• The benefits of CRM software are quicker, better quality, and timely services to
the customers.
• This increases the word of mouth communications and reduces the cost of mass
media.
4. Learning Objectives
After studying this unit, you will be able to
• Explain the meaning, need and relevance of customer relationship
management.
• Mention the forms of relationship management.
• Cite the reasons for losing customers by organizations.
• Bring out the significance of customer relationship management.
5. Relationship Marketing Vs. Relationship Management
• The relationship marketing approach considers customers as part of the business
and aims at building a long term and never-ending relationship with them.
• The focus of relationship marketing approach is on developing ‘hard core loyal’
customers and retaining them forever.
• The relationship marketing approach has slowly taken the form of customer
relationship management.
• Relationship marketing focuses only on the marketing function of the organization.
• Customer relationship management focuses on customers and the entire
functions connected with value creation and delivery chain of the organization.
6. Definitions of Customer Relationship Management
• Berry defines CRM as “attracting, maintaining and in multi-service organizations
enhancing customer relationships.”
• Berry and Parasuraman define CRM as “attracting, developing and retaining
customer relationships.”
• In industrial marketing, Jackson defines CRM as “marketing oriented toward
strong, lasting relationships with individual accounts.”
• From the above definitions, it is concluded that Customer Relationship
Management refers to all marketing activities directed towards establishing,
developing, and sustaining long lasting, trusting, win-win, beneficial and
successful relational exchanges between the organization and its stakeholders .
7. • CRM is not a new concept but
a very old practice, which has
grown because of the benefits
it offers in the present
marketing scenario.
• CRM today is a discipline and
also a set of software and
technology which automates
and improves the business
process associated with
managing customer
relationships in the area of
sales, marketing, customer
service and support.
• CRM helps companies
understand, start and develop
long-term relationships with
clients as well as help in
retaining current customers.
8. Forms of Relationship Management
The 10 different forms of relationship marketing are:
1. The partnership involved in relational exchanges between manufacturers
and their external goods suppliers.
2. Relational exchanges between service providers, as between advertising
or marketing research agencies and their clients.
3. Strategic alliances between firms and their competitors, as in technology
alliances; co-marketing alliances and global strategic alliance.
4. Alliances between a firm and non-profit organizations, as in public-
purpose partnerships.
5. Partnerships for joint research and development, as between firms and
local, state, or national governments.
9. 6. Long-term exchanges between firms and customers, particularly in the services
marketing area.
7. Relational exchanges of working partnerships as in channels of distribution.
8. Exchanges involving functional departments within a firm.
9. Exchanges between a firm and its employees, as in internal marketing.
10. Within firm relational exchanges involving such business units as subsidiaries,
divisions or strategic business units.
10. Managing Customer Loyalty and Development
• Managing customer development is
one of the important aspects of
relationship marketing.
• The focus is on two things – customer
catching and customer keeping.
• ‘Customer catching’ is the process of
attracting new customers (inviting new
blood), while customer keeping is the
process of retaining the existing ones
(encouraging old blood).
12. 1. Suspect: Suspect is everyone who might conceivably buy the product or service.
2. Prospects: Prospects are those people who have a strong potential interest in the
product and the ability to pay for it. The company rejects the disqualified
prospects because they have poor credit or would be unprofitable.
3. First time customers: The company wants to convert the qualified prospects into
first time customers.
4. Repeat customers: The company wants to convert satisfied first time customers
into repeat customers. First time and repeat customers may also buy from the
competitors.
5. Clients: The company then tries to convert repeat customers into clients. Clients
are those people who buy only from the company.
13. 6. Advocates: The next step is to convert the
clients into advocates. Advocates are those
people who speak good about the company
and encourage others to buy from it.
7. Partners: The ultimate goal of the company
is to convert advocates into partners. After
reaching this stage, the customer and the
company work actively together.
Some customers may become inactive or may
drop out due to many reasons leading to end
of the relationship. The challenge is to re-
activate dissatisfied customers through
customer win back strategies
14. Reasons Behind Losing Customers by Organizations
• The cost of attracting a new customer is five times the cost of keeping a current
customer happy.
• But most marketing theories and practices focus on attracting new customers
rather than retaining existing ones.
• Today, however, more companies are recognizing the importance of satisfying and
retaining the current customers.
• Today’s companies must focus on their defection rate and take steps to reduce it.
The possible reasons for customer defection include:
15. 1. Price related reasons: A customer tries to match the price of a brand
with the value of the brand. If there is a mismatch between the price and
the value, he would switch over to a competitor’s brand. Also, if the price
of brand goes beyond his affordability, he would switch over to a low
priced brand. Thus, the role of price in customer retention is very
significant.
2. Product related reasons: Due to technological advancement, the new
brand which enters the market would offer better performance as
compared to the already existing brand. This would encourage the
customers to switch over to the new brand.
3. Services related reasons: The customer’s focus is not only on the brand,
but also on the services offered at three different stages–pre-sales,
during sales and after sales. Any dissatisfaction with services would
cause the customer to switch over from the brand.
16. 4. Benefit related reasons: The customers may be attracted by greater
benefits offered by the competitors. Such benefits may be more
attracting and cause customers to change brand.
5. Competitor related reasons: Technological advancement, attractive
offers, value added services, etc., offered by competitors may also
encourage customers towards brand switching.
6. Personal reasons: The personal reasons for brand switch over may be
– The customer has moved away from the market area where the
brand is sold.
– Role changes in life cycle may lead to changes in brand preference.
– Anger, disgust, distress developed during the process of product
delivery.
– Sentimental reasons.
– Influence of other members of the family.
17. Significance of Customer Relationship Management
• Reduction in customer recruitment cost.
• Generation of more and more loyal customers.
• Expansion of customer base.
• Reduction in advertisement and other sales promotion expenses.
• Increase in the number of profitable customers.
• Easy introduction of new products.
• Easy business expansion possibilities.
• Increase in customer partnering.
19. • Companies should understand that besides customers, their stakeholders
are equally important for organization’s success.
• The stakeholders of an organization would include: investors, the financial
community, vendors and suppliers, employees, competitors, the media,
neighbors and community leaders, special interest groups, and
government agencies. These stakeholders can affect and be affected by a
company’s marketing programme.
• Kotter and Heskett (1992) found that firms that emphasized the interests
of three communities – customers, employees and stakeholders –
performed better than those that emphasized only one or two.
20. Soft and Hard Versions of Relationship Marketing
• Soft version of relationship marketing suggests ‘humanistic
relationship development’, whereas the hard version reflects
a ‘utilitarian instrumentalism’.
• The soft version focuses on the term ‘relationship’, thus laying
importance on relationship management. It strongly
advocates that all management is basically relationship
management and all managers are relationship managers. It
focuses on ‘developmental humanism’ as a foundation to
build and develop long lasting relationships in marketing
exchanges.
• On the other hand, the hard version stresses on the idea of
‘marketing’, that is something to be used unemotionally and
in a formally sensible manner.
21. Social Actions Affecting Buyer-Seller Relationships
Good things Bad things
• Initiate positive phone calls • Make only callbacks
• Make recommendations • Make justifications
• Candor (frankness) in • Accommodative language
language • Use legal language
• Use “we” problem solving • Only respond to problems
language • Use long-winded
• Get to problems communications
• Use jargon or shorthand • Shift blame
• Accept responsibility • Rehash (repeat) the past
• Plan the future