Customer Intelligence

Customer Intelligence: From data to dialogue

by Kelly, Sean

Type Book
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Developed from the authors' experience working with firms seeking to build better business intelligence, "Customer Intelligence" is concerned with who will own and control information about customers and who will develop the best skills and capabilities to exploit it for competitive advantage. At its core, it attempts to explain why the "age of information" has failed to live up to its own hype of specialization, personalization over homogenization, and consistently satisfying customers.

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Title Statements

  • Full title :Customer Intelligence : From data to dialogue.

Summary

Developed from the authors' experience working with firms seeking to build better business intelligence, "Customer Intelligence" is concerned with who will own and control information about customers and who will develop the best skills and capabilities to exploit it for competitive advantage. At its core, it attempts to explain why the "age of information" has failed to live up to its own hype of specialization, personalization over homogenization, and consistently satisfying customers.

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Edition Statements

  • Publication Date:2006.

Publication Statements

  • Publisher(s):John Wiley and Sons
  • Place of Publication:Chichester
  • Language:eng
  • Publication Date:2006.

The Physical Object

  • Description:251 s

Edition Identifiers

  • ISBN:0470018585, 9780470018583
  • oclc:ocn474668599

Table of Contents

Foreword by Malcolm McDonald. Acknowledgements. Introduction. Part 1: 1990 -- 2000 The Decade of Customer Information Exploitation. 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 2: 2000 -- 2010 The Decade of Customer Information Exchange. 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.

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Subjects

Kundeadfærd Kundeoplysninger Kunderelationer

Writers

Kelly, Sean

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