Valuing Customer Engagement (eBook)

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, Valuing Customer Engagement, is first of its kind on customer engagement that 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. Dr. Kumar also reveals the interrelationships between these metrics, i.e. how each metric impacts the other, with examples from all over the world.

This updated edition introduces of Customer Valuation Theory as a way of quantifying direct and indirect engagement value while presenting newer applications and case studies. With practical examples of companies that have benefited by implementing these strategies, this guide is a must have for business executives who want to maximize companies profitability as well as students wanting to learn how to engage customers and build loyalty.

V. Kumar (VK) is Professor of Marketing and the Goodman Academic-Industry Partnership Professor at Goodman School of Business, Brock University, ON, Canada. He has held several Distinguished Chair Professorships at leading schools in the U.S. and several Distinguished Fellowships from universities worldwide. VK has taught in business school programs in over 30 countries. Dr. Kumar has been recognized as a Legend in Marketing where his contributions were published by Sage Publications as a 10-Volume series with commentaries from scholars worldwide. VK has received over 20 lifetime contribution awards from many professional organizations including the American Marketing Association, and the Academy of Marketing Science for advancing the theory and practice of marketing strategy, theory and practice of marketing research, retailing, and B2B marketing. VK has published over 300 scholarly papers, over 30 books and has received over 25 Research and Teaching Excellence Awards. Global Fortune 500 firms have implemented many of VK's ideas and models, resulting in over multi-billion-dollar gains (see www.drvkumar.com and www.vkclv.com for more details).