Posted: June 16th, 2015

Topic: How TESCO continue to win the customer loyalty

literature review

• Define customer loyalty
• Ladders of customer loyalty
• Relationship marketing (Book by Mark Godson on Relationship marketing，

Book by Mark: Gart Gommersun: 30Rs – for example customer satisfaction / dissatisfied customer）

• The six markets model
• Customer satisfaction
• Customer relation
• Integration
• com/doi/pdf/10.1108/14637150310496758″>http://www.emeraldinsight.com/doi/pdf/10.1108/14637150310496758
• E-customer loyalty – use of internet – social media
• Customer retention
• Customer loyalty programmes
• CRM – customer relationship management ( a big data base)
• Key successes factors for CRM
• CRM strategies

Key search on googl scholour:

• Impact of CRM and customer satisfaction
• customer loyalty and customer satisfaction
• Customer loyalty and customer retention
• CRM and customer retention
• Customer loyalty and supermarkets
• Crm and supermarkets
• https://scholar.google.co.uk/scholar?q=customer+loyalty+and+supermarkets&btnG=&hl=en&as_sdt=0%2C5