The Definitive Guide to Customer Relationship Management (Collection) by Kumar, V. -- Read -- Imperial Library of Trantor

Index

Title Page Copyright Page Contents Managing Customers for Profit: Strategies to Increase Profits and Build Loyalty

Copyright Page Dedication Praise for Managing Customers for Profit Foreword Preface Organization of the Book Acknowledgments About the Author 1. Introduction 2. Maximizing Profitability 3. Customer Selection Metrics 4. Managing Customer Profitability 5. Maximizing Customer Profitability 6. Managing Loyalty and Profitability Simultaneously 7. Optimal Allocation of Resources across Marketing and Communication Strategies 8. Pitching the Right Product to the Right Customer at the Right Time 9. Preventing Attrition of Customers 10. Managing Multichannel Shoppers 11. Linking Investments in Branding to Customer Profitability 12. Acquiring Profitable Customers 13. Managing Customer Referral Behavior 14. Organizational and Implementation Challenges 15. The Future of Customer Management Index Footnotes

Smart Retail: Winning Ideas and Strategies from the Most Successful Retailers in the World

Copyright Page Dedication Page Acknowledgments Photo Acknowledgments Introduction to this Edition Preface—Why retailing? Part One—You: Starting at the beginning.

Chapter One. What do you want for yourself? Chapter Two. Rising above the crowd Chapter Three. Keeping it simple Chapter Four. Rolling those snowballs

Part Two—Team: Make us happy and we will make you money.

Chapter Five. What’s the Big Idea? Chapter Six. How to build great teams Chapter Seven. How to get people out of bed Chapter Eight. All we need is a little better every time

Part Three—Customer: Make me happy and I will give you my money.

Chapter Nine. We love shopping here! Chapter Ten. Price and value Chapter Eleven. Promote or die Chapter Twelve. Marketing for real people

Part Four—Store: Make it brilliant and they will spend.

Chapter Thirteen. Discovery! Chapter Fourteen. The great big theater of shop Chapter Fifteen. Detail, detail, detail—the store environment Chapter Sixteen. And finally ... how we got here

Epilogue—And we’re done? Appendix I. Your job and Smart Retail Appendix II. Take-action time Appendix III. Street time Appendix IV. Books for retailers Index Footnotes

Chapter 6 Chapter 8

Inside the Mind of the Shopper: The Science of Retailing

Copyright Page Dedication Praise for Inside the Mind of the Shopper Author’s Notes and Acknowledgments About the Authors Preface Rethinking Retail Introduction Twenty Million Opportunities to Buy PART I. Active Retailing

1. The Quick Trip: Eighty Percent of Shopper Time Is Wasted 2. Three Moments of Truth and Three Currencies 3. In-Store Migration Patterns: Where Shoppers Go and What They Do 4. Active Retailing: Putting Products into the Path of Shoppers 5. Brands, Retailers, and Shoppers: Why the Long Tail Is Wagging the Dog

PART II. Going Deeper into the Shopper’s Mind

6. The Quick-Trip Paradox: An Interview with Unilever’s Mike Twitty 7. Integrating Online and Offline Retailing: 8. Multicultural Retailing: 9. Insights into Action: A Retailer Responds:

PART III. Conclusions

10. The Internet Goes Shopping 11. Game-Changing Retail: A Manifesto

PART IV. Appendix

Appendix: Views on the World of Shoppers, Retailers, and Brands

Index Wharton School Publishing

The Truth About: What Customers Want

Copyright Page Dedication Page Praise for The Truth About What Customers Want Introduction Truth 1. Your customers want a relationship, not a one-night stand Truth 2. Design it, and they will come Truth 3. Sensory marketing—smells like profits Truth 4. Pardon me, is that a breast in your Coke? Truth 5. One man's goose… Truth 6. Throw 'em a bone, and they'll no longer roam Truth 7. Stay in their minds—if you can Truth 8. These are the good old days Truth 9. Why ask why? Truth 10. He who dies with the most toys wins Truth 11. Your customers are looking for greener pastures Truth 12. "Because I'm worth it" Truth 13. Love me, love my avatar Truth 14. You really are what you wear Truth 15. Real men don't eat quiche (but they do moisturize) Truth 16. Girls just want to have fun Truth 17. Queer eye for the spending guy Truth 18. Yesterday's chubby is today's voluptuous Truth 19. Men want to sleep with their cars Truth 20. Your PC is trying to kill you Truth 21. Birds of a feather buy together Truth 22. Sell wine spritzers to squash players Truth 23. They think your product sucks—but that's not a bad thing Truth 24. When to sell the steak, when to sell the sizzle Truth 25. People are dumber than robots (lazier, too) Truth 26. Your customers have your brand on the brain Truth 27. Let their mouseclicks do the walking Truth 28. Nothing shouts quality like leather from Poland Truth 29. Consider investing in a drive-thru mortuary Truth 30. Go to the Gemba Truth 31. Your customers want to be like Mike (or someone like him) Truth 32. Go tribal Truth 33. People like to do their own thing—so long as it's everyone else's thing too Truth 34. Catch a buzz Truth 35. Go with the flow—get shopmobbed today Truth 36. Find the market maven, and the rest is gravy Truth 37. Hundreds of housewives can predict your company's future Truth 38. Know who wears the pants in the family Truth 39. Youth is wasted on the young Truth 40. Make millions on Millennials Truth 41. Grownups don't grow up anymore Truth 42. Dollar stores make good cents Truth 43. The rich are different Truth 44. Out with the ketchup, in with the salsa Truth 45. Look for fly-fishing born-again environmentalist jazz-loving Harry Potter freaks Truth 46. Ronald McDonald is related to Luke Skywalker Truth 47. Sign a caveman to endorse your product Truth 48. Make your brand a fortress brand—and make mine a Guinness Truth 49. Turn a (pet) rock into gold Truth 50. Think globally, act locally References About the Author

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