customer value

The Relationship Economy In the emerging Relationship Economy well-facilitated, ongoing customer-supplier interactions have the power to reveal value for both parties, and, In the process, dissolve the instinct for a customer to make choices on the basis of competitive comparisons. In simple terms, customers have traditionally measured value as benefits / costs. In the Relationship Economy, they measure value as relevance / time (“Was this interaction time well spent?) ‘Relationship’ has, of course, always had a place in customer-supplier activities. But it has generally applied to upmarket customer-supplier activities – luxury (or, at least, expensive) goods and services – because, in the industrial age, it was generally true that customers could either have quantity or quality, but not b...