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| 008 | 230228t20182018pau fo d z eng d | ||
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_a9781613630914 _qPDF |
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_a10.9783/9781613630914 _2doi |
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| 035 | _a(DE-B1597)9781613630914 | ||
| 035 | _a(DE-B1597)638070 | ||
| 040 |
_aDE-B1597 _beng _cDE-B1597 _erda |
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| 072 | 7 |
_aBUS018000 _2bisacsh |
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| 084 | _aonline - DeGruyter | ||
| 100 | 1 |
_aFader, Peter _eautore |
|
| 245 | 1 | 4 |
_aThe Customer Centricity Playbook : _bImplement a Winning Strategy Driven by Customer Lifetime Value / _cPeter Fader, Sarah E. Toms. |
| 264 | 1 |
_aPhiladelphia : _bUniversity of Pennsylvania Press, _c[2018] |
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| 264 | 4 | _c©2018 | |
| 300 | _a1 online resource (136 p.) | ||
| 336 |
_atext _btxt _2rdacontent |
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| 337 |
_acomputer _bc _2rdamedia |
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| 338 |
_aonline resource _bcr _2rdacarrier |
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| 347 |
_atext file _bPDF _2rda |
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| 505 | 0 | 0 |
_tFrontmatter -- _tContents -- _tPreface -- _tIntroduction -- _tChapter 1 Setting a Strategic Course to Maximize Customer Value -- _tChapter 2 Customer Acquisition and Growing Your Best Customer Base -- _tChapter 3 Using Customer Centricity to Tune Retention and Development Tactics -- _tChapter 4 CRM’s Place in Creating a Value-Based Strategy -- _tChapter 5 The Role of Customer Centricity in Corporate Valuation -- _tChapter 6 Agile Change Management and Customer Centricity -- _tConclusion: Customer Centricity from Concept to Playbook to Action -- _tNotes -- _tIndex -- _tAbout the Authors -- _tAbout Wharton School Press -- _tAbout The Wharton School |
| 506 | 0 |
_arestricted access _uhttp://purl.org/coar/access_right/c_16ec _fonline access with authorization _2star |
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| 520 | _a2019 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 | ||
| 538 | _aMode of access: Internet via World Wide Web. | ||
| 546 | _aIn English. | ||
| 588 | 0 | _aDescription based on online resource; title from PDF title page (publisher's Web site, viewed 28. Feb 2023) | |
| 650 | 0 | _aCustomer relations-Management. | |
| 650 | 0 | _aFreading eBooks. | |
| 650 | 7 |
_aBUSINESS & ECONOMICS / Customer Relations. _2bisacsh |
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| 653 | _abest customers. | ||
| 653 | _aconsumer behavior. | ||
| 653 | _acustomer acquisition. | ||
| 653 | _acustomer experience. | ||
| 653 | _acustomer lifetime value. | ||
| 653 | _acustomer loyalty. | ||
| 653 | _acustomer relations. | ||
| 653 | _acustomer relationship management. | ||
| 653 | _acustomer retention. | ||
| 653 | _acustomer satisfaction. | ||
| 653 | _acustomer service. | ||
| 700 | 1 |
_aToms, Sarah E. _eautore |
|
| 850 | _aIT-RoAPU | ||
| 856 | 4 | 0 | _uhttps://doi.org/10.9783/9781613630914?locatt=mode:legacy |
| 856 | 4 | 0 | _uhttps://www.degruyter.com/isbn/9781613630914 |
| 856 | 4 | 2 |
_3Cover _uhttps://www.degruyter.com/document/cover/isbn/9781613630914/original |
| 942 | _cEB | ||
| 999 |
_c296075 _d296075 |
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