000			01761nam a2200241 4500
005			20250711082349.0
020			_a9781613630907
040			_aMUL _beng. _eAACR2
082			_a658.812 FAD
100			_aFADER, P.
245			_a The customer centricity playbook : _bimplement a winning strategy driven by customer lifetime value _cPeter S. Fader (Author) Sarah Toms (Author)
260			_aPhiladelphia : _bWharton Digital Press, _cC. 2018.
300			_axiv, 120p. : _bill. ; _c21cm.
504			_aIncludes indexes
505			_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
520			_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
546			_aeng.
650			_aCustomer relations
650			_aGestion
650			_aManagement
700			_aTOMS, Sarah
942			_cBK
999			_c11069 _d11069