TY  - BOOK
AU  - FADER, P.
AU  - TOMS, Sarah
TI  -  The customer centricity playbook: implement a winning strategy driven by customer lifetime value
SN  - 9781613630907
U1  - 658.812 FAD 
PY  - 2018///
CY  - Philadelphia
PB  - Wharton Digital Press
KW  - Customer relations
KW  - Gestion
KW  - Management
N1  - 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
N2  - 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

ER  -