What is customer loyalty?
The goal of most CRM implementations is to loyalize and monetize customer relationships. In other words, the more you can deepen and strengthen relationships with your customers, the better your sales opportunities. To enhance customer relationships, custom-tailored communications strategies are used and tracked through a robust CRM database. The result is customer-centric communications that power today’s CRM.
But if loyalty is the goal of CRM, defining loyalty has to be front and center. You can’t achieve a goal you can’t define.