A brief look at how the key features of Customer Relationship Management have shaped the world of electronic relationship building.

2. Acquiring And Retaining Customers
Loyalty/Satisfaction/Delight
Customer Retention
Customer Lifetime Value (CLV)
Technology/Database/System
Call-centre Operations
Service Recovery
Eliminating Unprofitable Customers

4. Relationship Marketing:
Permission Marketing
“Ladder of Loyalty”
“Contact Strategy”
Database Marketing

5. Customer development Mass Customization
through website Online Service Facilities
Managing E-mail Listing Service Quality
Enabling E-mail Multi-Channel Customer
Marketing Experience
Data Mining

10. Access