Building Customer Relationship in Service Marketing

Consumer Relationship Management is a vital aspect of modern business, integrating customer service and marketing to enhance overall organizational performance. In today’s environment, where social media and online reviews heavily influence reputation, businesses recognize the importance of aligning these two departments to work collaboratively.

Building Customer Relationship in Service Marketing focuses on creating strong, lasting connections with clients. Effective collaboration between marketing and customer service facilitates mutual support, accelerating business success and ensuring customer satisfaction.

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This unit explores strategies for managing customer relationships, including firm policies, performance expectations, and monitoring workforce results to enhance service delivery. It also examines external business influences, marketing trends, and techniques for data collection and measurement.

Key topics include creating marketing plans, defining target markets, targeting initial customers, executing marketing strategies, and developing effective customer relations. Additionally, learners will explore strategies to manage difficult customers, implement win-win solutions, and understand traits of both satisfied and dissatisfied customers.

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