01706nam a2200217   450000500170000002000180001704000210003508200160005610000140007224501490008626000530023530000320028850400210032050503990034152006730074054600090141365000230142265000120144565000150145770000160147220250711082349.0  a9781613630907  aMULbeng.eAACR2  a658.812 FAD  aFADER, P.  a The customer centricity playbook :bimplement a winning strategy driven by customer lifetime valuecPeter S. Fader (Author) Sarah Toms (Author)  aPhiladelphia :bWharton Digital Press,cC. 2018.  axiv, 120p. :bill. ;c21cm.  aIncludes indexes  aetting a Strategic Course to Maximize Customer Value
Customer Acquisition and Growing Your Best Customer Base
Using Customer Centricity to Tune Retention and Development Tactics
CRM's Place in Creating a Value-Based Strategy
The Role of Customer Centricity in Corporate Valuation
Agile Change Management and Customer Centricity
Conclusion: Customer Centricity from Concept to Playbook to Action  aHow 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
  aeng.  aCustomer relations  aGestion  aManagement  aTOMS, Sarah