search query: @author Day, G. S. / total: 17
reference: 2 / 17
| Author: | Day, G. S. |
| Title: | Managing Market Relationships |
| Journal: | Journal of the Academy of Marketing Science
2000 : VOL. 28:1, p. 24-30 |
| Index terms: | MARKETS CUSTOMERS MARKETING |
| Language: | eng |
| Abstract: | The ability of a firm to create and maintain relationships with their most valuable customers is a durable basis for a competitive advantage. To keep this edge over rivals, who continually try to attract these customers away, a firm has to master the three elements of a market-relating capability. First, a relationship orientation must pervade the mind-set, values, and norms of the organisation. Second, the firm must keep deepening its knowledge of these customers and putting it to work throughout the organisation. Third, the key processes must be internally integrated and externally aligned with the corresponding processes of the firm's customers. |
SCIMA