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I believe this question is missing the word "Customer", and it should be "Customer Relationship Management (CRM)." CRM is the future of everything the world would be revolving around. Not to mention, Big Data is another big thing that goes hand-in-hand with CRM. I do have a project called Post Office Project which addresses CRM and Big Data and I have a website " http://crmdatafarm.com/" which has the Technical "Know-How".
there is a fine line between both concepts. customer service delivery is an important part of relationship Management. therefore in order to have a continuous and fuller grasp on relationship management the service delivery excellence should be enhanced and developed! :)
No if your Relationship Managment Focus higher than excellence of customer service delivry than you will be ready to suffer the loos because without customer satisfiction you cann't get a proper relation between you and customer ,
