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Building Long-Term Success (Relationship Marketing (Types of Relationships…
Building Long-Term Success
Leadership and Management
Differences
Leadership and Motivation
Relationship Marketing
Benefits
Cost-effective
Provides profit
Customer Loyalty
Customer Value
Customer Satisfaction
Commitment
Trust
Customer Orientation
Communication
Service-dominant logic
Types of Relationships
Classic Market Relationships
Special Market Relationships
Mega Relationships
Nano Relationships
Relationship Marketing Loyalty Ladder
Life Cycle of Relationships
Awareness
Exploration
Expansion
Commitment
Dissolution
Business-to-Business Relationships
States
Damaged
Transactional
Transitional
Endowment
Marketing - Managing Crises and Measuring Success
Crisis Management
Externally Generated Crises
Internally Generated Issues
Consumer Brand Saboteurs
Employee Brand Sabouters
Framework for Managing Scandals
Assess Incident
Acknowledge Problem
Formulate Response
Implement Response
Measuring Success
Measures
Profit/profitability
Sales
Gross Margin
Awareness
Market share
Number of New Products
Relative Price
Customer Dissatisfaction
Customer Satisfaction
Distribution/availability
Brand equity
Customer Equity
Basic Materiality Matrix
Quality and Improvement
Business Sustainability
Quality Management
Cost of Quality
Prevention Costs
Appraisal Costs
Internal Costs
External Costs
Quality Assurance
Quality Control
Quality Systems
Tools to Controlling Quality
Histogram
Control Chart
Scatter Diagram
Pareto Chart
Checklist
Cause and Effect Diagram
Stratification
Perceptions-based Models
Zone of Tolerance
Quality Gaps Model
Strategic Improvement
Importance-Performance Matrix
Operational Risk
Risk
Resllience
Managing Risk
Approaches
Reduce Impact
Reduce Likelihood
Recover
Risk Assessment Matrix
Hazard
Likelihood
Impact
Creating Value
Values - A Broader Perspective
Value Player
Employee Relations
Short-term and Long-term Success
Short-term
Medium-term
Long-term
Cycles of Innovation
Business Cycle
Product Life Cycle
Waves of Economics
Virtuous Cycles
Vicious Cycles
Politics of Business
Political Analysis
Stakeholder Analysis
Managing Political Context
Political Astuteness Framework