Customer Relationship

The customer relationship is anything — internal and external factors, in-person or online — that can have an impact on how a customer or prospective customer views your business. The customer relationship involves formal interactions, such as meetings, as well as more casual exchanges. The customer relationship is formed at all stages of the customer lifecycle, from acquisition, retention, cross and up-selling.

Why Is The Customer Relationship Important?

Customer relationship building is essential to bringing satisfied customers into the fold as strong advocates. Not all customers will participate in your advocacy program, but satisfied customers will influence decision-makers. Loyalty is earned through satisfaction, a positive brand image and, above all, a personalized relationship built on trust.

Related Terms: CRM Software, Customer Community, Advocate Experience

Related Resources: Unlocking Hidden Sources Of Advocacy In Your Customer Reference Program