MANAGING SERVICE DELIVERY AND PAYMENT

In the previous part, we studied key digital revenue generation models and how customer loyalty management is advancing to Loyalty 3.0. We then looked at the rise of relationship marketing through the stages of customer Loyalty Ladder and how we can continuously engage with customers through the DRIP model and advocate marketing. In this second part, we would look at the different types of electronic payment systems and understand how firms can set up their service delivery teams to sell through multiple online intermediaries and channels. We will also look at new forms of digital payments which are emerging in the market like Mobile, Digital P2P, Social Media, etc., forms of payments.