A company keeping a healthy relationship with its customer is keen to the idea of “customer loyalty”. Of course there are businesses that consumers will continue to religiously purchase from, no matter the relationship they have with the company. Supermarkets and Cable companies are just a few examples of businesses that people will continue to be loyal to, no matter the health of the relationship. The point of Customer Relationship Management is to potentially increase sales. When getting information from consumers, that gives the marketer the understanding of what will help sell their product or if their product is perfect the way it is.
The way Breitling uses Customer relationship management is not aggressive at all. Many companies use surveys or questionaires, for their customers to help them better market and manage their product. Breitling on the other hand simply gives a link to their authorized dealers that you can contact if you have questions or comments. Being that they are a luxury watch company, I feel as if they wouldn’t value a customers input as much as a company providing a service that can possibly be improved to fit a customers happiness. I feel Breitling value’s its customers, but have their marketing management set in stone, and is not interested in changing anything about their company to meet individual customer needs.
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