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Customer Relationship Management in B2B Markets - Learning Outcomes

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After completing this module, you will be able to:
Discuss how customers could react to a service failure in an aggregator business context.State the unique characteristics of Business-to-Business markets.Explain the stages of the Business-to-Business buying process.Explain the importance of Customer Relationship Management in the Business-to-Business market.Summarise how to manage customer loyalty in Business to Business market.Explain the effects of brand loyalty and construal level in the relationship management of the Business-to-Business market.