Today, after a decade of market-wrenching pressure from global competitors, widespread industry deregulation, and the emergence of low-cost information technology, the focus is on the Customer Loyalty through Satisfaction. With very few new customers to be found, most corporations have begun to carefully manage customer relationships to ensure retention, to increase market share and to enhance profits. In fact not so many companies, especially those selling their products and services to other companies have shift their focus from Productivity, low price and standardized goods to acquiring non-price competitive advantage.
The Primary objective of this study is to suggest an guidance for Industrial Customer Relationship Management through a steel company case of developing Customer Satisfaction Index.
It consists of four parts, Literature Search, Customer Relationship Management Framework for industrial Marketing, case study on a advanced industrial company and Recommendations.
