The 'Four Rs' of Customer Relations

Mikaili, Ramil
December 2009
Multichannel News;12/21/2009, Vol. 30 Issue 47, p35
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.


Related Articles

  • What is a Customer Relationship Management (CRM) System? Aloi, Joseph // Information Executive;Dec2010, Vol. 13 Issue 12, p6 

    The article offers information on customer relationship management (CRM) system. It is stated that businesses are looking to leverage information technology (IT) for sales, marketing and customer service processes and deploy CRM systems for improving sales effectiveness, expanding distribution...

  • I Bet That... Kloss, Ray // NZ Marketing Magazine;Mar2002, Vol. 21 Issue 2, p26 

    Discusses the technique of customer relationship management (CRM) analytics in increasing customer profitability. Objectives of a CRM analytic; Description of descriptive and predictive analytics of CRM; Steps in predicting customer behavior.

  • Can Marketers Behave Themselves? Martinez, Juan // CRM Magazine;May2010, Vol. 14 Issue 5, p16 

    In this article, the author focuses on the impact of marketing personalization and advertising on consumer behavior. According to the author, marketing personalization plays an important role in promoting customer relationship management. Also discussed is the involvement of the government in...

  • Bridging the customer interaction gap.  // Pharmaceutical Executive;Aug2011, Vol. 31 Issue 8, Special section p5 

    The article focuses on the need to have an effective customer interaction management (CIM) to create meaningful interactions with customers which builds trust and brand loyalty. An effective CIM program incorporate components which include customer value, alignment of the organization in...

  • Social CRM Off to a Strong Start. Liyakasa, Kelly // EventDV;Mar2012, Vol. 2012 Issue 3, p12 

    The author discusses the potential for social customer relationship management (CRM) for growth. He believes that 2012 would be favorable for capital investments and growth in the social arena. He also tackles the forecasts of Gartner that social CRM investments will surpass $1 billion by the...

  • Turning Business Into Pleasure. Liyakasa, Kelly // EventDV;Mar2012, Vol. 2012 Issue 3, p14 

    The author discusses the potential for companies to include gamification as part of their social business initiatives. The author mentions a report by Constellation Research that about more than half of all enterprises will adopt the approach by 2013. He also outlines the six key elements that...

  • Consumers' Three Biggest Complaints. Agee, Tom // NZ Marketing Magazine;Mar2007, Vol. 26 Issue 2, p8 

    The author reflects on issues related to consumer complaints. According to the author, using technology to cut costs and increase efficiency in the name of Customer Relationship Management is often contrary to delivering what customers really value most. He states that closely related to poor...

  • The Role of Content in CRM. PLUTSKY, GORDON // Chief Marketer (Access Intelligence LLC d/b/a PBI Media, LLC);Dec2012/Jan2013, Vol. 4 Issue 6, p49 

    The article discusses the role of content in customer relationship management (CRM). Marketers are urged to generate prospects and develop awareness by focusing on creating content that educates and informs. A marketer can also bring prospects into consideration/short-list phase once they...

  • Turning Shoppers into Sellers: Two Experiments on Member-Get-Member Campaigns. Verlegh, Peeter W. J.; Pruyn, Ad Th. H.; Peters, Kim A. // Advances in Consumer Research;2003, Vol. 30 Issue 1, p346 

    Marketers have a strong interest in the management of customer referrals (Buttle 1998, Biyalogorsky, Gerstner and Libai 2001). Recently, this issue has achieved even more importance, due to the increasing popularity of customer relationship management (CRM).. What appears to be lacking, however,...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics