Customer Analytics For Dummies (2015)
Part I: Getting Started with Customer Analytics
Chapter 1: Introducing Customer Analytics
Chapter 2: Embracing the Science and Art of Metrics
Chapter 3: Planning a Customer Analytics Initiative
Part II: Identifying Your Customers
Chapter 4: Segmenting Customers
Chapter 5: Creating Customer Personas
Chapter 6: Determining Customer Lifetime Value
Part III: Analytics for the Customer Journey
Chapter 7: Mapping the Customer Journey
Chapter 8: Determining Brand Awareness and Attitudes
Chapter 9: Measuring Customer Attitudes
Chapter 10: Quantifying the Consideration and Purchase Phases
Chapter 11: Tracking Post-Purchase Behavior
Chapter 12: Measuring Customer Loyalty
Part IV: Analytics for Product Development
Chapter 13: Developing Products That Customers Want
Chapter 14: Gaining Insights through a Usability Study
Chapter 15: Measuring Findability and Navigation
Chapter 16: Considering the Ethics of Customer Analytics
Part V: The Part of Tens
Chapter 17: Ten Customer Metrics You Should Collect
Chapter 18: Ten Methods to Improve the Customer Experience
Chapter 19: Ten Common Analytic Mistakes
Chapter 20: Ten Methods for Identifying Customer Needs
Appendix: Predicting with Customer Analytics