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Customer Relationship Management Shift the focus from "selling" to "managing the relationship consultatively" for greater mutual revenue and profit.
Changing your customer mix - Relationship management is only possible when you decide upon the nature of the relationship you plan to have with different classes of customer. The chart below shows how this can be done.
Using processes to manage relationships - Relationship management is typically managed with four processes to assure that the entire organization implements the relationship plan. Each process should have goals, defined results expectations, time cycle or calendar, action steps, accountability defined by person.
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