Profitable Customer Engagement

Profitable Customer Engagement

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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.Customers have often expressed their feedback in customer satisfaction surveys regarding ATaamp;Ta#39;s poor voice service and ... 1 ranking.38 Companies have various ways of engaging customers to utilize customer knowledge of their productanbsp;...

Title:Profitable Customer Engagement
Author:V. Kumar
Publisher:SAGE Publications India - 2013-10-30


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