concept, metrics, and strategies Kumar, V. 1957- creator text New Delhi SAGE Response 2013 monographic xxii,311p. : ill. 24cm(Hb) 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. by V. Kumar Includes bibliographical references and index. Customer relations Management Branding (Marketing) Profit 658.812 9788132113409 ENG-108606 DBAD/PUB 20140220130201.0