Kundenbeziehung (EN)

Customer Relationship Lifecycle

stateDiagram-v2   [*] --> Acquisition: First Contact   Acquisition --> Onboarding: Customer Completion   Onboarding --> Maintenance: Regular Contact   Maintenance --> Expansion: Increasing Engagement   Expansion --> Bonding: Long-term Partnership   Maintenance --> Reactivation: After Temporary Inactivity   Expansion --> Reactivation: After Temporary Inactivity   Bonding --> Reactivation: After Temporary Inactivity   Reactivation --> Maintenance: Readjustment   Maintenance --> [*]: Termination   Acquisition --> [*): No Completion   Onboarding --> [*): No Completion   Maintenance --> [*): Termination   Expansion --> [*): Termination   Bonding --> [*): Termination 

In Context

• Typically used together with customer lifecycle, customer value, and Customer Relationship Management (CRM)
• Related to: Customer satisfaction, customer loyalty, customer acquisition, customer value
• Example use case: An e-commerce shop implements a loyalty program to maintain the customer relationship after purchase and increase the repurchase rate