Managing customers for profit : strategies to increase profits and build loyalty

Introduction -- Maximizing profitability -- Customer selection metrics -- Managing customer profitability -- Maximizing customer profitability -- Managing loyalty and profitability simultaneously -- Optimal allocation of resources across marketing and communication strategies -- Pitching the right product, to the right customer, at the right time -- Preventing attrition of customers -- Managing multi-channel shoppers -- Linking investments in branding to customer profitability -- Acquiring profitable customers -- Managing customer referral behavior -- Organizational and implementation challenges -- The future of customer management