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P-415 Ch 14 #2
Customer Relations
Question | Answer |
---|---|
Customer Relationship Management (CRM) | Process of finding customers, getting to know them, communicating with them, ensuring satisfaction, and retaining them |
Member Relationship Management (MRM) | Aims at increasing member satisfaction & loyalty |
RFM Analysis | Recency Frequency Monetary |
VISPAC | Value Information Speed Personality Add-Ons Convenience |