Customer Intelligence: From Data to Dialogue

Acknowledgements.

Introduction.

Part I: The Decade of Customer Information Exploitation: 1990–2000.

Chapter 1: The Concept of Customer Intelligence: From Product to Customer.

Chapter 2: Achieving an Intelligence Capability: From Data to Knowledge.

Chapter 3: The Eclipse of Mass Marketing: From Many to One.

Chapter 4: Achieving Segmentation and Differentiation: From Fuzzy to Focused.

Part II: The Decade of Customer Information Exchange: 2000–2010.

Chapter 5: The Collapse of Time: From Lapsed to Real.

Chapter 6: Customer Privacy and Confidentiality: From Surveillance to Permission.

Chapter 7: Closing the Loop: From Monologue to Dialogue.

Chapter 8: The New Practice of Marketing: From Selling to Buying.

Notes.

Index.