The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value Paperback – October 30, 2018 by Peter Fader , Sarah E. Toms

Description

Author: Fader Peter

Brand: Wharton School Press

Package Dimensions: 10x214x171

Number Of Pages: 136

Release Date: 30-10-2018

Details: Product Description
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
Review

“A fantastic 360⁰ analysis of how companies become truly customer-centric,
The Customer Centricity Playbook is required reading.” —Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google

“A must-read,
The Customer Centricity Playbook, by Peter Fader and Sarah Toms… gives executives tools to drive growth.” —Aimee Johnson,
Senior Vice President, Digital Customer Experience, Starbucks

“
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

“If you struggle with customer engagement or are ready to better acquaint yourself with your customers, Peter Fader and Sarah Toms’ new book
The Customer Centricity Playbook is a must-read.” —Jacqueline Parkes, Chief Marketing Officer and EVP, Digital Studios, MTV, VH1 & Logo

“I read
The Customer Centricity Playbook by Peter Fader and Sarah Toms in a single sitting.” —Robbie Kellman Baxter, Consultant, Peninsula Strategies, and Author,
The Membership Economy

“Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders.” —Susan Johnson, Chief Marketing Officer, SunTrust Banks

“Essential reading for those who aspire to market leadership, regardless of industry.” —Joshua Kanter, Chief Marketing Officer, PetSmart

“Required reading for leadership teams, as well as marketing and sales executives.” —Matthew Derella, Global Vice President, Revenue and Content Partnerships, Twitter

“Mercifully light on technical business jargon [and] easily digestible. In addition, the authors don’t shy away from shatt