implement a winning strategy driven by customer lifetime value FADER, P. creator TOMS, Sarah text Philadelphia Wharton Digital Press C. 2018 monographic xiv, 120p. : ill. ; 21cm. 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 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 Peter S. Fader (Author) Sarah Toms (Author) Includes indexes eng. Customer relations Gestion Management 658.812 FAD 9781613630907 MUL 20250711082349.0 eng.