8 Managing Customer Relationships

Chapters in this book

1. Frontmatter i
2. Brief Table of Contents vii
3. Detailed Table of Contents ix
4. Foreword xv
5. Part 1: An Introduction to the Retail Value Proposition
6. 1 Crafting Value 5
7. 2 Segmentation and Differentiation 15
8. Part 2: The Shopping Environment
9. 3 Locations and Formats 31
10. 4 Inside the Store 45
11. 5 Omnichannel Retailing 64
12. Part 3: Product Selection
13. 6 Buying and Merchandise Management 79
14. 7 Category Management 99
15. Part 4: Customer Engagement
16. 8 Managing Customer Relationships 115
17. 9 Customer Valuation 130
18. 10 Customer Loyalty 147
19. Part 5: Putting It All Together
20. 11 Retail Pricing 163
21. 12 Propositions: Pitfalls and Potential 179
22. Acknowledgments 187
23. Notes 191
24. Index 199