In recent years, the concept of customer engagement has evolved as a powerful tool in the managerial toolkit of firms to incorporate a profitable approach to customer management. There is a pressing need for an authoritative book that communicates the fundamentals of profitable customer engagement by proposing a customer engagement value framework. This book outlines the theory and methods of engaging customers profitably in business-to-consumer and business-to-business settings. Written by world-renowned scholar and thought leader V. Kumar, this seminal work book explains the definitions of the metrics within the CEV framework and analyzes ways to measure and maximize these metrics that can help in engaging customers profitably.
- ISBN:
- 9783031432958
- 9783031432958
-
Category:
- Customer services
- Format:
- Hardback
- Publication Date:
-
10-02-2024
- Language:
- English
- Publisher:
- Palgrave Macmillan
- Country of origin:
- United States
- Edition:
- 2nd Edition
- Dimensions (mm):
- 235x155mm
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