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что-то вроде "изучение запросов потребителей, работа с потребителями с целью их привлечения и удержания " короче сказать трудно))))))))))) http://blog.timetrade.com/2016/10/14/customer-engagement-journey/
"....three critical areas of the customer journey
Acquisition—Capturing customers at the peak of their interest and providing a service guarantee that a knowledgeable member of your staff will meet with them at a mutually convenient time.
Assistance—Effectively managing customer flow and delivering upon the service guarantee.
Response—Continuing the customer journey and turning them into repeat, long-term, loyal customers by leveraging data to determine the next best action."
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