14 Customer Relationship Life Stages

1. Awareness: gaining knowledge of a company or product as a potential solution to a customer need

2. Information: gaining specific information about a company’s or product’s ability to meet a need

3. Identification: identifying the specific product or offer that best meets the customer’s need

4. Selection: choice of the company’s product or offer as the desired solution over competing solutions

5. Negotiation: agreement on terms of purchase

6. Contract: acceptance of the agreed terms of purchase

7. Logistics: production and delivery of the product to the point of purchase

8. Delivery: delivery of the product to the customer

9. Acceptance: receipt of the product by the customer

10. Collection: receipt of payment from the customer

11. Use: set-up and use of the product by the customer

12. Care & Support: assistance from the company in use of the product

13. Repair: repair or replacement of the product

14. Disposal: disposal of physical product and ceasing processes related to services

15. Community: interaction with the company and/or other users of the product