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.
- ISBN10 8132117816
- ISBN13 9788132117810
- Publish Date 22 November 2013 (first published 6 November 2013)
- Publish Status Transferred
- Publish Country IN
- Publisher SAGE Publications India Pvt Ltd
- Imprint SAGE India
- Format eBook
- Pages 340
- Language English