Customer Relationship Management CRM
Overall process of building and maintaining profitable customer relationships
Delivering value and customer satisfaction is key
Relies on the use of information technology and d
Consumer behaviour is changing due to technology changes in mapping.
Different groups of consumers have different needs.
Marketers must adapt their approach when customers wants and needs change.
Consumers comparison of purchase to expectations.
Important to be sensitive to consumers consumption behaviour.
Resolving customer issues can avoid their complaints on the internet and in
Consumer Decision Making: The Three-Stage Model
2.1 Pre-purchase Stage
Evaluation of alternatives