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Relationship marketing1
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Relationship marketing1
- 2. The shift to Customer Relationship Marketing Transactional Focus Relationship Focus Orientation to single sales Orientation to customer retention Discontinuous customer contact Continuous customer contact Focus on product features Focus on customer value Short time scale Long time scale Little emphasis on customer service High customer service emphasis Little commitment to meeting customer High commitments to meeting Expectations customer expectations Quality is the concern of production staff Quality is the concern of all staff