customer relationship management

read the book and answer the following six questions:

1. Definition of relationship

• Minimum two-party
• “A relationship is composed of a series of interactive episodes between dyadic parties over time”

1. 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

1. Why companies want and not want relationship with customers?

• Give some examples and explain why some rationales

1. 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

1. How to maintain the relationship at a profit

• And why to maintain relationships at a profit

1. 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