Explain Why the Aim of Customer Relationship Management Is to Create

question 38

Essay

Explain why the aim of customer relationship management is to create not just customer satisfaction, but also customer delight.

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Definitions:

Power of Groups

Refers to the ability of groups to exert influence or control over their members and others, shaping behavior, norms, and decision-making processes.

Social Movements

Collective efforts by groups of people to challenge existing norms or laws and advocate for significant social, political, or environmental changes.

Convergence Theory

A theory in sociology that suggests societies globally are becoming more similar in terms of culture, technological advancements, and economic practices due to increased connectivity.

Contagion Theory

A theory in social psychology that suggests individuals in a crowd can lose their sense of individual self and moral reasoning due to the infectious and uninhibited behaviors of the group.