Understanding Customer Engagement - How to Map and Make Sense of the Metrics that Matter
Knowing that customer engagement varies according to companies and objectives, this article explains in detail common framework of successful customer engagement metrics. eMarketer experts explain it all; from stating business-level objectives to strategically building a plan, to taking actions that speak the most to your specific customers in different phrases and targeted aspects. The report also establishes the importance of data-driven practice and reasonable sales funnel modeling in generating the most desirable customer engagement experience and results, depending on business objectives (LTV, loyalty, revenue etc). The paper further presents challenges and follow-up actions to take with a view to optimizing customer engagements.