Johnson & Johnson communicates with individual customers through e-mail and toll-free access to a customer support phone centre. They also have company representatives dedicated to developing close, ongoing relationships with large chain stores. Which of the following does this process demonstrate?
A) the application of both limited relationships and full partnership relationships
B) the similarity between perceived value and actual value
C) the difference between customer satisfaction and customer loyalty
D) the impact PERT has had on customer relationships

Question

Quizplus · Accepted Answer

Johnson & Johnson uses limited relationships with individual customers through e-mail and toll-free access, while also developing full partnership relationships with large chain stores through dedicated representatives. This demonstrates the application of both limited relationships and full partnership relationships.

Johnson & Johnson Communicates with Individual Customers Through E-Mail and Toll-Free