Customer referrals 4. Building relationships and customer relationship management A. Performance and exclusivity 1. Value - performance at a good price. Quality and service expectations are shaped by the market. Superior performance and quality and distinctive and reliable service are sources of competitive advantage and customer loyalty.
Customer retention is a reality for organizations that do their jobs better than their competitors.
The impact of quality and service in building a relationship comes from actually delivering quality and service . This gets you repeat business and is a critical prerequisite for relationship development. B. Social ties 1. Business relationships are built on friendships, and friendships are built upon a variety of social interactions. Marketing professionals regard gifts and social affairs as a means of thanking customers and building personal relationships in a word of e-mail and faxes.