Introduction
‘These are turbulent times in the world of organizations’, observed
Miles and Snow^1 more than a decade ago, and there is every indica-
tion that the bumpy ride will continue beyond the turn of the
century and into the new millennium. Behind the turbulence lies a
Chapter 1
Relationship
marketing:
The six markets framework
Internal
Markets
Supplier &
Alliance
Markets
Recruitment
Markets
Influence
Markets
Referral
Markets
CUSTOMER
MARKETS
The six market domains