read the book and answer the following six questions:
- Definition of relationship
- Minimum two-party
- “A relationship is composed of a series of interactive episodes between dyadic parties over time”
- How can relationships change over time?
- aware, to trust and commit, and dissolve
- Understand there are various phases, the importance of the evolution of relationship for business, relationship matters
- Why companies want and not want relationship with customers?
- Give some examples and explain why some rationales
- KPIs to measure relationship/dissolution of relationship
- churn, tenure, lifetime value
- The calculation, the turn rate
- Give me one example, to explain each of these KPIs to help us understand how businesses perform
- How to maintain the relationship at a profit
- And why to maintain relationships at a profit
- Understand and apply the satisfaction-profit chain theory (the most important one, please write more about this question)
- What are some alternatives to this theory
- Understand each link and how to apply
- Each link of the chain
- CS – C Loyalty – Business Performance
- Why performance is important
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