Bruhn也谈到了对实现运营效率、提高底线绩效和提高客户满意度至关重要的方面。他进一步指出，随着时间的推移，这些关系的发展代表了客户忠诚度和忠诚度的基础。
Jain et al (2003, Pp 17-22) study of Customer Relationship Management identified ten behavioural dimensions that help to identify the effectiveness of the process, and which serve as a model as well as basis for evaluating as well as recommending an approach for implementation and utilization :
Jain等人对客户关系管理的研究确定了十个行为维度，这些维度有助于确定流程的有效性，并作为评估和建议实施和利用方法的模型和基础：
Attitude geared to serve:服务态度
The aspect of Customer Relationship Management refers to the importance of employees having the right attitude with regard to the handling and listening to customer concerns, calls and requests. The foregoing provides clear signals to the customer that the company is interested in resolution.
客户关系管理是指员工在处理和倾听客户关切、来电和请求方面具有正确态度的重要性。上述内容向客户提供了明确的信号，表明公司对解决方案感兴趣。
An understanding of expectations:对期望的理解
Customers have certain expectations regarding the company they have purchased a product from as gathered either from acquaintances, reputation, advertising or sales personnel. Meeting or better still exceeding these expectations is an importance variable in winning them over.
客户对他们购买产品的公司有一定的期望，这是从熟人、声誉、广告或销售人员那里收集的。达到或更好地超过这些期望是赢得这些期望的一个重要变量。
Perceptions of quality:质量观念
The company’s marketing, advertising, word of mouth and other claims provide customers with a certain level of expectation with regard to quality.
该公司的营销、广告、口碑和其他声明为客户提供了一定程度的质量期望。
Reliability:可靠性
The performance of the product must be equal to or exceed other like products in terms of reliability, and when this fails, superior service and Customer Relationship Management can balance the perception.
产品的性能必须在可靠性方面等于或超过其他同类产品，当这一点失败时，卓越的服务和客户关系管理可以平衡感知。
Communication: 沟通
The better the representatives of the company listen as well as communicate with the customer, the higher the level of esteem they achieve in terms of the important aspect of interaction. The content, style, manner, timing, effectiveness and rapidity of response as well as anticipation of needs are all aspects of this category.
公司代表越善于倾听和与客户沟通，他们在互动的重要方面就越受尊重。反应的内容、风格、方式、时机、有效性和快速性以及对需求的预期都是这一类别的各个方面。
Customisation:定制
The delivering of either products or services to meet the needs and expectations of customers is a critical component in Customer Relationship Management.
提供产品或服务以满足客户的需求和期望是客户关系管理的关键组成部分。
Recognition:认可
The customer represents the reason why any company is in business and thus providing them with the proper respect is an important aspect in building a successful customer relationship foundation.
客户代表了任何公司开展业务的原因，因此为他们提供适当的尊重是建立成功客户关系基础的重要方面。
Keeping promises:信守承诺
The advertised, written or stated claims of a company represent its public face of trust. The keeping of those commitments and promises immediately is a factor in building and maintaining a successful customer relationship.
公司的广告、书面或声明声明代表了其公众的信任。立即履行这些承诺和承诺是建立和维护成功客户关系的一个因素。
Satisfaction audit:满意度审核
A key aspect in gauging the performance the company is having in terms of customer satisfaction is obtaining direct feedback in the form of follow up calls surveys and questionnaires. These areas are critical in determining the after effects of actions taken as well as serving as guides to further policy and behavioural processes.
衡量公司在客户满意度方面的表现的一个关键方面是以跟进电话调查和问卷的形式获得直接反馈。这些领域对于确定所采取行动的后遗症以及作为进一步政策和行为过程的指南至关重要。
Retention:保留
Retaining customers is the cornerstone of the purpose of Customer Relationship Management.
留住客户是客户关系管理宗旨的基石。
The preceding aspects clearly point to the importance of ‘relationships’ (Ford, 1999, Pp 137-148) in the process of CRM as well as interpersonal interaction, reaction and anticipation in listening to, seeing to and expecting customer needs. The foregoing would have served Volkswagen well of it had utilized the proper forecasting models with regard to the incidents of problems in bringing a new model on line at a new assembly facility as well as tracking initial customer complaints and heading these off through advance communications such as letters and customer relationship t
