Two views of customer service: the customer
This is a life cycle model with four stages
Assessment: do I need the product/service?
Acquisition: how and where can I buy it?
Ownership: where the product/service is used
Retirement: should I get another one?
If the customer engages in another transaction, the cycle begins anew
She can be at different stages of the cycle if she has purchased different products at different times
I. What is customer relationship management?
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