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Customer Expertise Management: Evolution and also the Paradigm Shift in Selling


Krupal Jawanjal , Lovely Professional University, India


Customer Experience, Customer Insights & Analytics, Omni Channel, Self-Service Technologies, Customer Journey


The world of selling has modified dramatically within the past 20 years. The evolution of client expertise has modified the full paradigm. The impetus has shifted towards client- centrically approach and keeping the customer focused. The appearance of social media, self-service technologies, and numerous alternative digital advancements has modified the shopper’s behavior. Digital and analytics have emerged as key enablers for selling professionals and organizations try to harness the advantages of those advancements. The role of client has evolved quite considerably as AN enabler within the overall success of a product/brand. The managers currently need new tools to live and perceive the performance of organization in totality. During this context, paper examines the reported work on evolution of client expertise management and provides a theoretical framework for comparative understanding of changes/shifts in client expertise management and selling.

Other Details

Paper ID: IJSRDV6I110354
Published in: Volume : 6, Issue : 11
Publication Date: 01/11/2019
Page(s): 480-487

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