The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value

The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value

<DIV><B><I>2019 BEST BUSINESS BOOK, DIGITAL BOOK WORLD </I></B><BR /><B><I>2019 AXIOM BUSINESS BOOK AWARD WINNER</I></B><BR />  <BR /><B><I>Featured in </I></B><B>Forbes, NPR's Marketplace, <I>and a Google Talk, </I>The Customer Centricity Playbook<I> offers “</I></B><B><I>actionable insights to drive immediate value," according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google.</I></B><BR />  <BR /><I>How did global gaming company Electronic Arts go from being named “Worst Company in America" to clearing a billion dollars in profit?  </I><BR />  <BR /> They discovered a simple truth-and acted on it: Not all customers are the same, regardless of how they appear on the surface.<BR />  <BR /> In <B><I>The Customer Centricity Playbook</I></B>, 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 <B>stop</B><B>wasting resources</B> by chasing down product sales to each and every consumer.<BR />  <BR /> Fader and Toms offer a <B>360-degree analysis</B> of all the elements that support customer centricity within an organization. In this book, you will learn how to:<BR />  <ul><li>Develop a <B>customer-centric</B><B>strategy</B> for your organization</li><li>Understand the right way to think about <B>customer lifetime value (CLV)</B></li><li>Fine tune investments in <B>customer acquisition, retention, and development tactics</B> based on customer heterogeneity</li><li>Foster a culture that sustains <B>customer centricity</B>, and also understand the link between <B>CLV and market valuation</B></li><li>Understand <B>customer relationship management (CRM) systems</B>, as they are a vital underpinning for all these areas through the valuable insights they provide</li></ul>Fader's first book, <B><I>Customer Centricity</I></B>, 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.</DIV>