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However, it takes two hands to clasp. CRM cannot be a one-sided thing, and companies must look at things from the customer perspective. Before a real relationship can be built, they must answer one big question-do the customers want to have relationships, especially long-term ones, with them? The answer is yes and no depending on several factors.
First, types of products and services, i.e. convenience products, shopping products, specialty products, customers purchase, to a large extent, determine if customers want to keep long-term relationships. Generally, customers are more interested to keep such relationships with companies that supply high-tech, time-sensitive, or expensive products for user support, after-sales service, and other concerns...
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