Customer Relations

Customer relations is a broadly recognised, widely-implemented strategy for managing and nurturing a company’s interactions with clients and sales prospects. It involves using technology to organise, automate, and synchronise business processes – principally sales activities, but also those for marketing, customer service, and technical support. This book presents topical research data in the study of customer relations, including how consumers use Alan P Fiske’s relational models framework to construct their relationships with service organisations; measuring corporate Customer Relationship Management (CRM) strategy; and identifying the relational benefits influencing customer loyalty.