Customer Relationship Management (CRM) focuses on maintaining and enhancing relationships with customers, particularly those who have been profitable over time. By targeting these profitable customers for greater attention, a company can further deepen customer loyalty, enhance satisfaction, and potentially increase their lifetime value. This can include personalized services, special offers, and proactive communication. This approach ensures that the most valuable customers feel appreciated and are less likely to switch to competitors.
References:
"Customer Relationship Management: Concept, Strategy, and Tools" by V. Kumar and Werner Reinartz
"The CRM Handbook: A Business Guide to Customer Relationship Management" by Jill Dyche

In an echelon logistics structure, the flow of products typically proceeds through a series of established arrangements or stages, from the origin to the final destination. This structure involves multiple layers, such as manufacturers, wholesalers, distributors, and retailers, each adding value and passing the product along the chain. This contrasts with direct logistics structures, where products move directly from the producer to the consumer without intermediaries, and combined or indirect structures, which involve a mix of direct and echelon methods.
APICS Dictionary; APICS CPIM Exam Content Manual.