This report assesses dynamics of the relationship between
grocery retailers and their customers. By taking into account the
wide range of factors that influence these relationships, it
provides insight into how grocery retailers can improve the
outcomes of their customer relationship management strategies.
The report identifies those customers that are most and least
likely to embark on new journeys with different retailers and
examines why, and on what grounds, new relationships are started
and why old ones are broken. The growing influence of multi-channel
relationships is analysed to quantify the degree of change taking
place in the retail food and drink market, and to assess the impact
of multi-channel relationships on the direction of shoppers'
journeys in future.
To download a table of contents for this report, click here.