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I feel matched by the concept of Emotional Branding > www.emotionalbranding.com/
When thinking about CR
The way I look at this issues is as follows:
Customer Relation consist all processed related to demand creation and Distribution Management are all processes related to demand management
i met the same problems with this CR , i found i i have no clear idea to define the scope of questions i should limit my idea, here , i guess you refer to from acquiring first customer ,to developing customer relationship , , improving it , maintaining it or even terminating it . That means a whole customer relationship management, am i right?
This should not include distribution , distribution should be in the scope of product or service delivery ,(in BM canvas , should in Channels )