Customer Engagement as a New Perspective in Customer Management
Verhoef Peter C., Reinartz Werner J., Krafft Manfred
Abstract
Since 2000, customer management (CM) research has evolved and has had a significant impact on the marketing discipline. In an increasingly networked society where customers can interact easily with other customers and firms through social networks and other new media, the authors propose that customer engagement is an important new development in CM. Customer engagement is considered as a behavioral manifestation toward the brand or firm that goes beyond transactions. The authors propose a conceptual model of the antecedents, impediments, and firm consequences of customer engagement and relate this model to seven articles appearing in the special issue on customer engagement.
Keywords
customer relationship management customer lifetime value word-of-mouth customer loyalty word-of-mouth impact crm implementation acquisition performance framework strategy metrics equity