01761nam a2200241 4500 20250711082349.0 9781613630907 MUL eng. AACR2 658.812 FAD FADER, P. 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. Includes indexes etting 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 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 eng. Customer relations Gestion Management TOMS, Sarah BK 11069 11069 0 0 0 0 MU005 MU005 2025-07-11 MAK Solution (HEET) 0 658.8121 FAD TCC0087643 2025-07-11 08:22:24 1 2025-07-11 BK 0 0 0 0 MU005 MU005 2025-07-11 MAK Solution (HEET) 0 658.8121 FAD TCC0087644 2025-07-11 08:22:24 2 2025-07-11 BK 0 0 0 0 MU005 MU005 2025-07-11 MAK Solution (HEET) 0 658.8121 FAD TCC0087645 2025-07-11 08:22:24 3 2025-07-11 BK