TITLE

The 'Four Rs' of Customer Relations

AUTHOR(S)
Mikaili, Ramil
PUB. DATE
December 2009
SOURCE
Multichannel News;12/21/2009, Vol. 30 Issue 47, p35
SOURCE TYPE
Periodical
DOC. TYPE
Opinion
ABSTRACT
In this article, the author reflects on the 4 R's of customer relationship management in the book "Secrets of Customer Relationship Management: It's All About How You Make Them Feel," by James Barnes in the U.S. Aside from these 4 R's, including relationship, referral, retention and recovery, the author believes that firms must also consider how customers behaved and how they are likely to respond. Moreover, they should also understand clients in terms of value and requirements.
ACCESSION #
47415302

 

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