4.0 Learning Objectives

Learning Objectives

By the end of this chapter, you should be able to:

  • Learn why e-CRM (electronic customer relationship management) is an important part of business.
  • Describe the differences between the three types of e-CRM.
  • Describe the value of customer loyalty.
  • Distinguish attitudinal loyalty from behavioural loyalty.
  • Describe the components of a successful loyalty program.
  • Interpret satisfaction and recommend satisfaction strategies.
  • Design a customer satisfaction measurement system.
  • Brainstorm complaint management strategies.

License

Icon for the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License

Marketing for Golf Management Copyright © 2024 by Colin Robertson is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License, except where otherwise noted.

Share This Book