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Australasian Business Intelligence, August, 2001

Aug 23, 2001 (BRW

ABIX via COMTEX) -- The need to develop a relationship between customers and suppliers is not new for the retail industry. The use of customer relationship management and customer relationship marketing techniques did not commence in the 21st century. A lecturer in marketing at Monash University, Michael Morrison, says that a major component of developing a customer relationship is combining the provision of what a customer wants with providing the customer with something different. The executive director of the Australian Centre for Retail Studies, Ian Clark, says that there is a lower degree of customer loyalty in Australia in 2001, when compared with 1995. For the retail industry, customer relationship marketing and management has to deal...