In the context of the relationship era, leading-edge firms believe that:
A) seeking new customers is more profitable than cultivating current customers.
B) closely focusing on each immediate transaction with a customer is more likely to be profitable than building long-term relationships.
C) satisfied customers can promote their business with more speed than promotional campaigns.
D) using digital resources to gather customer data can hinder their quality of service.

Question

Quizplus · Accepted Answer

In the relationship era, firms focus on building long-term relationships with customers. Satisfied customers are likely to become advocates for the brand, promoting it more effectively than traditional promotional campaigns.

In the Context of the Relationship Era, Leading-Edge Firms Believe