Narayanan, V.G., and Lisa Brem. "Customer Profitability and Customer Relationship Management at RBC Financial Group." Harvard Business School Case 102-043, February 2002. (Revised March 2002.) ...

Relationship marketing says, "Let's stick together for the long haul." Each layer builds on the last. Each one gets you closer to your customer's heart—and wallet. You can also choose more than one.

How do they do it? Sam Walton's 1992 book Made In America has all the details, but let me sum up: Wal-Mart knows relationship marketing. Rule No. 8 of "Sam's Rules for Building A Business" holds the ...