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perspective
As the relationship spans the pre-purchase and into the postpurchase phase where the organisation now shifts attention
to strategies that will stop defection and cause a re-purchase
of not only the same product but also other products on offer
with an increased frequency. In order to do this the
organisation must know the customer well. It must strive
towards the creation of relationships with its customers
where an emotional attachment is created between the
customer and the brand rather than the mere focus on
discrete economic transactions.