Multichannel customer management is the design, deployment, coordination, and
evaluation of channels through which firms and customers interact, with the goal of …

Multichannel customer management is “the design, deployment, and evaluation of channels
to enhance customer value through effective customer acquisition, retention, and …

Understanding customer experience and the customer journey over time is critical for firms.
Customers now interact with firms through myriad touch points in multiple channels and …

In the emerging retail market, e-tailers operating in develo** economies have to cope with
the rapid use of the Internet, new electronic purchasing methods and online selling …

The authors highlight the need for and develop a framework for engagement by reviewing
the relevant literature and analyzing popular-press articles. They discuss the definitions of …

One of the most important tasks in marketing is to create and communicate value to
customers to drive their satisfaction, loyalty, and profitability. In this study, the authors …

CRM has traditionally referred to a company managing relationships with customers. The
rise of social media, which has connected and empowered customers, challenges this …

Studies of entrepreneurial orientation tend to examine its three most common features only
(risk-taking, innovativeness, and proactiveness), merging these into a gestalt construct of …

The need to understand the relationships among customer metrics and profitability has
never been more critical. These relationships are pivotal to tracking and justifying firms' …

Marketers are adopting increasingly sophisticated ways to engage with customers
throughout their journeys. We extend prior perspectives on the customer journey by …