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The customer centricity playbook : implement a winning strategy driven by customer lifetime value Peter S. Fader (Author) Sarah Toms (Author)

By: Contributor(s): Material type: TextTextPublication details: Philadelphia : Wharton Digital Press, C. 2018.Description: xiv, 120p. : ill. ; 21cmISBN:
  • 9781613630907
Subject(s): DDC classification:
  • 658.812 FAD
Contents:
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
Summary: 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
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Holdings
Item type Current library Home library Call number Copy number Status Barcode
Book Mzumbe University Main Campus Library Mzumbe University Main Campus Library 658.8121 FAD (Browse shelf(Opens below)) 1 Available 0087643
Book Mzumbe University Main Campus Library Mzumbe University Main Campus Library 658.8121 FAD (Browse shelf(Opens below)) 2 Available 0087644
Book Mzumbe University Main Campus Library Mzumbe University Main Campus Library 658.8121 FAD (Browse shelf(Opens below)) 3 Available 0087645
Total holds: 0

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.

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