Which activity occurs in the loyalty phase of the customer relationship lifecycle?

Which activity occurs in the loyalty phase of the customer relationship lifecycle?
A . Gain credibility with the customer to establish tem as an advocate.
B . Understand the customer and their critical needs.
C . Continue to effectively develop your relationship with the customer.
D . Establish yourself as a trusted advisor.

View Answer

Answer: D

Explanation:

The five stages are generic in nature.

However, they generally apply to managing customer relationships.

Reach: Establish credibility with the prospective customer. The credibility is established for both yourself and by extension your organization as a valued business partner.

Acquisition: Establish your status as a valued business partner. This is done by understand the customer and their critical business needs.

Develop: Continue to effectively increase the maturity of your relationship with the customer. This is accomplished by continually gaining a more thorough understanding of critical business needs.

Retention: Demonstrate repeated value to the customer. This is accomplished by providing opportunities to measure progress against stated targets to demonstrate success.

Loyalty: Establish yourself as a trusted advisor and the customer as an advocate. This can be accomplished by adopting a consultative-led approach with a focus on the solving complex business challenges for the customer.