Part I: The Decade of Customer Information Exploitation: 1990–2000.
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 II: The Decade of Customer Information Exchange: 2000–2010.
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.
""...this book is indispensable"" (The Marketer, April 2006)
""it should still prove equally inspiring [as his previous book, Data Warehousing]"" (Information Age, April 2006)
""...succeeds in crystallising a radical change in marketing...."" (Journal of Direct Data & Digital Marketing Practise, June 2006)