FADER, P. <br/><br/>
The customer centricity playbook :  implement a winning strategy driven by customer lifetime value 
Peter S. Fader (Author) Sarah Toms (Author) 
 - Philadelphia :  Wharton Digital Press,  C. 2018. 
 - xiv, 120p. :  ill. ;  21cm. 
<br/><br/>Includes indexes 
<br/><br/>etting a Strategic Course to Maximize Customer Value<br/>Customer Acquisition and Growing Your Best Customer Base<br/>Using Customer Centricity to Tune Retention and Development Tactics<br/>CRM's Place in Creating a Value-Based Strategy<br/>The Role of Customer Centricity in Corporate Valuation<br/>Agile Change Management and Customer Centricity<br/>Conclusion: Customer Centricity from Concept to Playbook to Action 
<br/><br/> How did global gaming company Electronic Arts go from being named "Worst Company in America" to clearing a billion dollars in profit? They discovered a simple truth--and acted on it: Not all customers are the same, regardless of how they appear on the surface. In The Customer Centricity Playbook, Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stopwasting resources by chasing down product sales to each and every consumer. Fader and Toms offer a 360-degree analysis of all the elements that support customer centricity within an organization<br/> 
<br/><br/><br/>eng. 
<br/><br/><label>ISBN: </label>9781613630907 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations<br/>Gestion<br/>Management
<br/><br/><label>Dewey Class. No.: </label>658.812 FAD