 The new customer relationship management tool -- product elimination?David Harness and Tina Harness The Service Industries Journal, 2004, vol. 24, issue 2, 67-80 Abstract: The creation of long-term customer purchasing relationships depends upon continually aligning products to customer's needs, fulfilling their expectations, building/sustaining trust, and facilitating satisfaction. Product elimination can potentially destroy these. In financial services the ownership of the product remains shared between the customer and organisation. To fully eliminate a product requires that it is removed from customers, which may drive them to seek alternative suppliers. The product management challenge is how to manage customers through an elimination action whilst strengthening their purchasing relationship with the organisation, if desired. Financial service product elimination is fundamentally about managing customers out of one product into another, or out of the organisation. Elimination can, by choice of elimination strategy, be used to improve the offerings a customer has, or to encourage them to exit the organisation. This provides the basis for using product elimination as customer relationship management tool. Date: 2004 Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:24:y:2004:i:2:p:67-80 Ordering information: This journal article can be ordered from DOI: 10.1080/02642060412331301262 Access Statistics for this article The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi More articles in The Service Industries Journal from Taylor & Francis Journals |
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