Answer: Profiling & personalizing
Step-by-step explanation:
Profiling could be described as the information that builds trust about you to your clients. What your clients know you for and that you're accountable unto. It could be seen as your structure when seen from the external view.
Personalising deals with how well you treat the clients in your circle, how you respond to their claims and what your customer services entails; if it's satisfactory or not up to the required.