Profitable Customer Engagement: Concept, Metrics and Strategies

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en Limba Engleză Carte Hardback – 27 Nov 2013
The concept of customer engagement has evolved as a powerful tool for building a profitable approach to customer management. This book communicates the fundamentals of profitable customer engagement by proposing a customer engagement value (CEV) framework.
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ISBN-13: 9788132113409
ISBN-10: 8132113403
Pagini: 340
Dimensiuni: 159 x 241 x 30 mm
Greutate: 0.00 kg
Ediția: First Edition
Editura: SAGE Publications
Colecția Sage Publications Pvt. Ltd
Locul publicării: New Delhi, India


The book brings out in a clear and concrete fashion the various ways by which a company can identify profitable customers; and even more important, it explicates in detail how to retain such customers...the remarkable feature of this book is the vast extent of research study that the author has undertaken.


List of Illustrations
List of Abbreviations
Foreword : From a Thought Leader by David J. Reibstein
Foreword : From a Business Leader by J. Patrick Bewley
Introduction to Customer Engagement
Metrics for Engaging Customers
Brand: “Is That What You Think of Me?”
Valuing Customer Contributions: The Future Looks Green!
Linking Brand Value to Customer Value
Customer Referrals
Customer Influence Value: Really! Where Did You Hear That?
Please Help Us Help You …
Managing Customers in a Multi-dimensional World
About the Author