A powerful call to action, Customer Centricity upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime value.Despite what the old adage says, the customer is not always right. Even companies that can seemingly do no wrong—like the coffeehouse giant Starbucks—have only recently started to figure this out.Starbucks is one of many companies that has successfully executed a pivot that puts the company in a customer-centric mindset, an approach that Wharton professor Peter Fader describes in Customer Centricity. Fader advocates that in the world of customer centricity, there are good customers … and then there is pretty much everybody else.In a new preface and afterword to Customer Centricity, Fader reflects on how the landscape has changed over nearly a decade since he first proposed that businesses radically rethink how they relate to customers. Using examples from Starbucks, Nordstrom, and more, Fader provides insights to help you understand: Why customer centricity is the new model for success in today's data-driven environment. How the ideas of brand equity and customer asset value help us understand what kinds of companies naturally lend themselves to the customer-centric model and which ones don't; Why the traditional models for determining the value of individual customers are flawed; How executives can use customer lifetime value (CLV) and other customer-centric data to make smarter decisions about their companies; How the well-intended idea of customer relationship management (CRM) lost its way—and how your company can properly put CRM to use; How customer centricity will help you realign your performance metrics, product development, customer relationship management and organization to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.ALSO AVAILABLE: Once Fader convinces you of the value of customer centricity in this book, The Customer Centricity Playbook, with Sarah Toms, will show you where to get started to bring it to the forefront of your organization.THE WHARTON EXECUTIVE ESSENTIALS SERIESThe Wharton Executive Essentials series from Wharton School Press brings the ideas of the Wharton School's thought leaders to you wherever you are. Inspired by Wharton's Executive Education program, each book is authored by globally renowned faculty and filled with real-life business examples and actionable advice. Wharton Executive Essentials guides offer a quick-reading, penetrating, and comprehensive summary of the knowledge leaders need to excel in today's competitive business environment and capture tomorrow's opportunities.
✔ Author(s): Peter Fader
✔ Title: Customer Centricity: Focus on the Right Customers for Strategic Advantage (Wharton Executive Essentials)
✔ Rating : 4.3 out of 5 base on (383 reviews)
✔ ISBN-10: 1613631022
✔ Language: English
✔ Format ebook: PDF, EPUB, Kindle, Audio, HTML and MOBI
✔ Device compatibles: Android, iOS, PC and Amazon Kindle
Readers' opinions about Customer Centricity by Peter Fader
Hailie King
Experience a heartwarming journey of self-discovery and love in this beautifully written novel. The protagonist's struggles and triumphs are portrayed with incredible empathy. Richly developed characters and a compelling plot make the story unforgettable. The emotional depth of the narrative resonates long after the book is closed. It's a touching tale that celebrates the human spirit. Perfect for readers seeking an uplifting read.
Byrdie Bartlett
Delve into a dystopian world where survival hinges on ingenuity and courage. The author's vivid descriptions and fast-paced narrative keep you on the edge of your seat. The protagonist's journey is filled with thrilling moments and unexpected twists. The world-building is detailed and immersive, creating a believable and haunting setting. It's a gripping tale that explores themes of power, resistance, and hope. Ideal for fans of dystopian fiction.
Brandace Franklin
Uncover the secrets of a haunted mansion in this chilling gothic novel. The author's atmospheric writing and suspenseful plot make for a captivating read. Each character's hidden motives and dark pasts add to the tension. The twists and surprises keep you guessing until the very end. It's a haunting and immersive story that you won't want to put down. Perfect for fans of gothic fiction.
