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Customer Relationship Managment CRM
Relationship marketing is the attracting , maintaining and nurturing relationship with customer in a multi service organization aimed at customer relations.


* long term customer retention
* relationship with external market who influence or provide referrals
* integrating marketing activities , customer service and quality standards  

Transaction Marketing                                    Relationship Marketing

single sale focus                                          customer retention focus
product feature oriented                               product benefit oriented
short time frame                                          long time scale
low emphasis on customer service                  high emphasis on customer service
moderate customer contact                          high customer contact
moderate quality concern                             high quality concern

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