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| 001 | 296079 | ||
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| 008 | 230228t20202020pau fo d z eng d | ||
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_a9781613631010 _qPDF |
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_a10.9783/9781613631010 _2doi |
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| 035 | _a(DE-B1597)9781613631010 | ||
| 035 | _a(DE-B1597)638085 | ||
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_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 |
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| 245 | 1 | 0 |
_aCustomer Centricity : _bFocus on the Right Customers for Strategic Advantage / _cPeter Fader. |
| 264 | 1 |
_aPhiladelphia : _bUniversity of Pennsylvania Press, _c[2020] |
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| 264 | 4 | _c©2020 | |
| 300 | _a1 online resource (150 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: You Must Read This Before Entering the Time Capsule -- _tIntroduction -- _tChapter 1 Product Centricity: Cracks in the Foundation -- _tChapter 2 Customer Centricity: The New Model for Success -- _tChapter 3 Customer Equity:* New Views on Value -- _tChapter 4 Customer Lifetime Value: The Real Worth of Your Customers -- _tChapter 5 Customer Relationship Management: The First Step Toward Customer Centricity -- _tConclusion -- _tAfterword: A New Conversation about Customer Centricity -- _tAcknowledgments -- _tIndex -- _tAbout the Wharton Executive Essentials Series -- _tAbout the Author -- _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 | _aA powerful call to action, Customer Centricity upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime value.Despite what the old adage says, the customer is not always right. Even companies that can seemingly do no wrong—like the coffeehouse giant Starbucks—have only recently started to figure this out.Starbucks is one of many companies that has successfully executed a pivot that puts the company in a customer-centric mindset, an approach that Wharton professor Peter Fader describes in Customer Centricity. Fader advocates that in the world of customer centricity, there are good customers … and then there is pretty much everybody else.In a new preface and afterword to Customer Centricity, Fader reflects on how the landscape has changed over nearly a decade since he first proposed that businesses radically rethink how they relate to customers. Using examples from Starbucks, Nordstrom, and more, Fader provides insights to help you understand: Why customer centricity is the new model for success in today's data-driven environment. How the ideas of brand equity and customer asset value help us understand what kinds of companies naturally lend themselves to the customer-centric model and which ones don't; Why the traditional models for determining the value of individual customers are flawed; How executives can use customer lifetime value (CLV) and other customer-centric data to make smarter decisions about their companies; How the well-intended idea of customer relationship management (CRM) lost its way—and how your company can properly put CRM to use; How customer centricity will help you realign your performance metrics, product development, customer relationship management and organization to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.ALSO AVAILABLE: Once Fader convinces you of the value of customer centricity in this book, The Customer Centricity Playbook, with Sarah Toms, will show you where to get started to bring it to the forefront of your organization.THE WHARTON EXECUTIVE ESSENTIALS SERIESThe Wharton Executive Essentials series from Wharton School Press brings the ideas of the Wharton School's thought leaders to you wherever you are. Inspired by Wharton's Executive Education program, each book is authored by globally renowned faculty and filled with real-life business examples and actionable advice. Wharton Executive Essentials guides offer a quick-reading, penetrating, and comprehensive summary of the knowledge leaders need to excel in today's competitive business environment and capture tomorrow's opportunities. | ||
| 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 _xManagement. |
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| 650 | 0 | _aCustomer relations. | |
| 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. | ||
| 850 | _aIT-RoAPU | ||
| 856 | 4 | 0 | _uhttps://doi.org/10.9783/9781613631010?locatt=mode:legacy |
| 856 | 4 | 0 | _uhttps://www.degruyter.com/isbn/9781613631010 |
| 856 | 4 | 2 |
_3Cover _uhttps://www.degruyter.com/document/cover/isbn/9781613631010/original |
| 942 | _cEB | ||
| 999 |
_c296079 _d296079 |
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