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Relationship Development Strategies.

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Alex Lugo

on 26 September 2013

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Transcript of Relationship Development Strategies.

Relationship Development Strategies.
Switching Barriers
Customer Inertia
Switching Costs
Relationship Drivers
Core Service Provision
Perceived service quality
Perceived Value
Relationship Bonds
Financial bonds
Social bonds
Customization bonds
Structural bonds
Strong customer Relationship (Loyalty)

Customer benefits
Confidence benefits
Social benefits
Special treatment benefits
Relationship Challenges
The Customer Is Not Always Right:
The Wrong Segment
Not Profitable in the Long Term
Difficult Customers

Firm benefits
Economic benefits
Customer behavior Benefits
Human resource management benefits

Ending Business Relationships
Relationship Endings
Should Firms Fire Their Customers?

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