studying is a hazard to all students
identifying, establishing, maintaining, enhancing, if necessary terminating relationships with clients and other nec partners/suppliers/stakeholders to accomplish goals (external organisational and internal marketing).
RM is one of the foundations of PSM. Others include service perspective.
remember the 3 values (gronroos etc'94) , alignment, collaboration (brodie)....importance: costs, changing marketing mix, profitability from existing clients (Fornell'92-higher prospects, referrels, internal efficiencies, costs, likely to use company's)....
strategy and tactics....1)define as service business 2)process mgt perspective 3)establishin partnership and networks 4) database 5)direct contact with clients 6)develop customer oriented service system
CRPM...p.value (<--p.sacrifice+p.quality) -->c. satisfaction (-->commitment+bonds) --> RS (--> critical episodes+alternatives) --> RL (configuration of episodes+customer share) --> CRP
MANNN I NEED TO STUDY FOR CONSUMERRRRRRRRRRR no more no more..help!!!
renzi screams again...
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