Traditional IT outsourcing is a supplier business. Outsourcing providers seek to engage in sustainable long-term business relationships providing their clients with customized IT services. The client relies on the Request for Information (RFI), the Request for Proposal (RFP) as well as the due...

This book provides a synthesis of research perspectives on customer engagement through a collection of chapters from thought leaders. It identifies cutting-edge metrics for capturing and measuring customer engagement and highlights best practices in implementing customer engagement marketing...