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In general terms what has been happening is the realization that traditional methods of marketing have become less effective and customers have a much larger choice of products and services to choose from. Companies are beginning to understand the value of the customer (and word of mouth) and the need to build solid relationships with them in order that they continue to purchase (or go elsewhere).

This has meant continuing to provide value for the customer even after the sale, with excellent support etc. It has also meant the growth of opt in email marketing via newsletters to keep the customer (or future customer) informed and supported so that not only will they be happy to buy again, but also recommend the product or service they bought to a friend.

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Q: Explain the shift in business thinking from traditional marketing to relationship marketing?
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