Launched in 1995, Tesco Clubcard is the world's most successful retail loyalty scheme. Tesco has transformed its relationship with its customers. Today is not only the United Kingdom's number one retalier, but the world's number three - and arguably the world's most successful exponent of customer relationship management. This second edition of Scoring points uptodates the dramatic story of how Clubcard was developed and includes a new chapter on how, with Kroger - the largest US grocery retailer - these methods have been adapted for the US retail market. The authors bring us a compelling behind-the-scenes account of Clubcard - the successes, the failures and the invaluable lessons learned. A fascinating tale of what can be achieved through vision, a strong team ethic and a company-wide commitment to customer satisfaction, the second edition of Scoring points is an inspirational read for anyone in business.