As a leader in your organization, you will be very familiar with your organization’s key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures.But how much time have you spent reflecting on the fact that these revenues are generated by actual customers―the people who pull out their wallets and pay for your products and services? In The Customer-Base Audit: The First Step on the Journey to Customer Centricity, experts Peter Fader, Bruce Hardie, and Michael Ross start you on the path toward really getting to understand your customers’ buying behavior as well as the health of your overall customer base.A customer-base audit is a systematic review of the buying behavior of a firm’s customers using data captured by its transaction systems. It will help you answer questions such as:-- How healthy is your customer base? How realistic are your growth objectives?-- How do your customers differ in terms of their behavior and value?-- How has the quality of your customers changed over time?-- What changes in customer behavior lie behind period-to-period changes in firm performance?-- What is important to your high-value customers? Which products help you acquire and retain your best customers?Fader, Hardie, and Ross present five “lenses” through which an executive can address questions like those above. The answers are often lurking in various parts of the organization, but it is rare to find all the relevant analyses in one place, let alone performed on a regular basis (as an audit should be). Yet without such a basic, systematic understanding of the foundations of the firm’s primary source of cash flow, how can executives make informed decisions?Fader, a Wharton professor, is the author of Customer Centricity and coauthor of The Customer Centricity Playbook, both of which have helped businesses radically rethink how they relate to customers. In this first step of the journey, Fader, Hardie, and Ross assist leaders in gaining a fundamental understanding of their customers’ buying behavior―and thus their company as a whole.
✔ Author(s): Peter Fader,Bruce G.S. Hardie,Michael Ross
✔ Title: The Customer-Base Audit: The First Step on the Journey to Customer Centricity
✔ Rating : 4.4 out of 5 base on (26 reviews)
✔ ISBN-10: 161363160X
✔ Language: English
✔ Format ebook: PDF, EPUB, Kindle, Audio, HTML and MOBI
✔ Device compatibles: Android, iOS, PC and Amazon Kindle
Readers' opinions about The Customer by Peter Fader
Audrea Mahmood
Discover the magic of first love and self-discovery in this enchanting coming-of-age story. The author's lyrical prose and relatable characters create a heartwarming narrative. Each chapter explores the joys and challenges of growing up with sensitivity and insight. The emotional journey is both poignant and uplifting. It's a story that resonates with readers of all ages. Ideal for fans of young adult fiction.
Jaylynn Fernandez
Discover the inspiring story of a trailblazer who changed the world in this compelling biography. The author's detailed research and engaging writing bring the subject to life. Each chapter reveals new insights into the person's life and achievements. The narrative is both informative and deeply moving, offering valuable life lessons. It's a story that motivates and inspires. Perfect for history buffs and biography enthusiasts.
Juliana Sellers
Explore the impact of technology on society in this thought-provoking novel. The author's insightful writing and compelling characters create a narrative that challenges your perceptions. Each chapter delves into the complexities of modern life with depth and nuance. The plot's twists and turns keep you engaged throughout. It's a story that prompts deep reflection on the role of technology in our lives. Perfect for readers interested in contemporary issues.
