Profitable customer engagement : concepts, metrics, and strategies

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書誌事項

Profitable customer engagement : concepts, metrics, and strategies

V. Kumar

SAGE Response, 2013

大学図書館所蔵 件 / 全3件

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注記

Includes bibliographical references and index

内容説明・目次

内容説明

The concept of customer engagement has evolved as a powerful tool for building a profitable approach to customer management. Profitable Customer Engagement is an authoritative book that communicates the fundamentals of profitable customer engagement by proposing a customer engagement value (CEV) framework. It is a first-of-its-kind book that outlines the methods of engaging customers profitably in business-to-consumer as well as business-to-business settings. The book offers firms with definitions of the metrics within the CEV framework, and the ways to measure and maximize these metrics that can help in engaging customers profitably. The interrelationships between these metrics, i.e., how each metric impacts the other, are also explained in detail with real-life examples.

目次

List of Illustrations List of Abbreviations Foreword : From a Thought Leader by David J. Reibstein Foreword : From a Business Leader by J. Patrick Bewley Preface 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 Glossary Index About the Author

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