Neue digitale Geräte (bspw. Smartphones, Tablets) ermöglichen es Konsumenten jederzeit und überall das Internet zu nutzen und fördern den Wechsel zwischen verschiedenen Online- und Offline-Kanälen während des Shoppings. Dieser Wandel im Konsumentenverhalten bietet Multi-Channel Händlern...

In the age of cross-channel commerce, successful firms must identify, develop, and implement the right cross-channel services to attract and satisfy their target customers. This book aims to assist multi-channel players to increase their company's performance and enhance their overall value...

Main description: In the age of cross-channel commerce, successful firms must identify, develop, and implement the right cross-channel services to attract and satisfy their target customers. This book aims to assist multi-channel players to increase their company’s performance and enhance...

As omnichannel shopping is becoming the norm, new tools are required for managing customer touchpoints. This article introduces a novel customer-oriented framework that combines three important levels of customer journey analysis. By identifying eight mutually exclusive customer segments, the...