1. What is a primary focus of modern Relationship Marketing compared to traditional approaches?
2. Who is credited with the evolution of CRM from simple order taking to strategic relationship marketing?
3. Which stage is NOT considered part of the customer lifecycle?
Customer — definition?
Recipient of goods/services in CRM context.
CRM — core purpose?
Managing customer interactions for long-term relationships.
Customer lifecycle — stages?
Reach, acquisition, conversion, retention, loss.
Customer lifecycle — stages?
Reach, acquisition, conversion, retention, loss.
Relation vs Experience — difference?
Relation: reactive/technical; Experience: proactive/emotional.
Origin of CRM?
From simple order taking to strategic marketing.
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