2019 AXIOM BUSINESS BOOK AWARD WINNERFeatured in Forbes, NPR's Marketplace, and a Google Talk, The Customer Centricity Playbook offers "actionable insights to drive immediate value," according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. 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 stop wasting 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. In this book, you will learn how to: Develop a customer-centric strategy for your organization Understand the right way to think about customer lifetime value (CLV) Finetune investments in customer acquisition, retention, and development tactics based on customer heterogeneity Foster a culture that sustains customer centricity, and also understand the link between CLV and market valuation Understand customer relationship management (CRM) systems, as they are a vital underpinning for all these areas through the valuable insights they provide Fader's first book, Customer Centricity, quickly became a go-to for readers interested in focusing on the right customers for strategic advantage. In this new book, Fader and Toms offer a true playbook for companies of all sizes that want to create and implement a winning strategy to acquire, develop, and retain customers for the greatest value."A must-read."—Aimee Johnson, Chief Marketing Officer, Zillow"The Customer Centricity Playbook offers fundamental insights to point organizations of any size in the right direction."—Rob Markey, Partner, Bain & Company, Inc., and coauthor, The Ultimate Question 2.0"Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders."—Susan Johnson, Chief Marketing Officer, SunTrust Banks
✔ Author(s): Peter Fader,Sarah E. Toms
✔ Title: The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value
✔ Rating : 4.5 out of 5 base on (187 reviews)
✔ ISBN-10: 1613630905
✔ Language: English
✔ Format ebook: PDF, EPUB, Kindle, Audio, HTML and MOBI
✔ Device compatibles: Android, iOS, PC and Amazon Kindle
Readers' opinions about The Customer Centricity Playbook by Peter Fader
Miah English
Travel back in time with a historical epic that vividly recreates a bygone era. The author's meticulous research and engaging prose transport you to another world. Complex characters and intricate plots keep you enthralled from beginning to end. Each chapter reveals new insights into the period's culture and society. It's a captivating blend of history and fiction. Ideal for history buffs and lovers of epic sagas.
Perri Jarvis
Get lost in a fantastical realm where magic and adventure await at every turn. The author's imaginative world-building and captivating narrative draw you in from the start. Engaging characters and thrilling quests make for an exciting read. The plot twists and turns keep you hooked until the very end. It's a book that sparks the imagination and takes you on a wild ride. Perfect for fans of fantasy.
Sara Price
Explore the transformative power of travel and adventure in this inspiring memoir. The author's vivid descriptions and engaging writing make you feel like you're right there with them. Each chapter offers new insights into different cultures and landscapes. The narrative is both informative and deeply personal, sharing the highs and lows of the journey. It's a story that inspires wanderlust and personal growth. Perfect for those who love travel stories.
