their efforts better in acquiring, retaining, and growing reiationships with customers and other stakeholders. The increasing need to manage relationship building bas brougbt fortb a variety of "new generation" marketing approaches—customer-focused, market-driven, outside-in, one-to-one marketing, data-driven marketing, relationsbip marketing, integrated marketing, and integrated marketing communications (IMC) (Cross and Smith 1995; Day 1992; Parvatiyar and Sbetb 1994; Payne I99.S: Reichheld 1996; Stewart…
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