Profitable customer engagement : concepts, metrics, and strategies - Kumar, V., 1957- (Los Angeles : SAGE Publications India Pvt. Ltd, 2013)
List of illustrations -- List of abbreviations -- Foreword -- 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 -- Really! : Where did you hear that? -- Please help us help you -- Managing customers in a multi-dimensional world -- Glossary -- Index -- About the author.
Includes bibliographical references and index.
Keywords: Customer relations -- Management; Branding (Marketing); Profit