Unavailable
Unavailable
Unavailable
Ebook156 pages2 hours
The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value
By Peter Fader and Sarah Toms
Rating: 3.5 out of 5 stars
3.5/5
()
Currently unavailable
Currently unavailable
About this ebook
2019 AXIOM BUSINESS BOOK AWARD WINNER
Featured 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:
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
Featured 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
Unavailable
Related to The Customer Centricity Playbook
Related ebooks
Customer Centricity: Focus on the Right Customers for Strategic Advantage Rating: 3 out of 5 stars3/5The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value Rating: 4 out of 5 stars4/5The Age of Customer Equity: Data-Driven Strategies to Build a Sustainable Company Rating: 0 out of 5 stars0 ratingsChoose Your Customer: How to Compete Against the Digital Giants and Thrive Rating: 0 out of 5 stars0 ratingsAnswering the Ultimate Question: How Net Promoter Can Transform Your Business Rating: 5 out of 5 stars5/5Who Do You Want Your Customers to Become? Rating: 0 out of 5 stars0 ratingsBeyond the Sales Process: 12 Proven Strategies for a Customer-Driven World Rating: 0 out of 5 stars0 ratingsWinning Her Business: How to Transform the Customer Experience for the World’s Most Powerful Consumers Rating: 0 out of 5 stars0 ratingsThe Customer-Base Audit: The First Step on the Journey to Customer Centricity Rating: 0 out of 5 stars0 ratingsThe Revenue Acceleration Playbook: Creating an Authentic Buyer Journey Across Sales, Marketing, and Customer Success Rating: 0 out of 5 stars0 ratingsROI in Marketing: The Design Thinking Approach to Measure, Prove, and Improve the Value of Marketing Rating: 0 out of 5 stars0 ratingsThe Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business Rating: 0 out of 5 stars0 ratingsTransform Customer Experience: How to achieve customer success and create exceptional CX Rating: 0 out of 5 stars0 ratingsWhat Customers Want (PB): Using Outcome-Driven Innovation to Create Breakthrough Products and Services Rating: 4 out of 5 stars4/5Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine Rating: 2 out of 5 stars2/5CX That Sings: An Introduction to Customer Journey Mapping Rating: 5 out of 5 stars5/5Escape Velocity: Free Your Company's Future from the Pull of the Past Rating: 4 out of 5 stars4/5Hacking Marketing: Agile Practices to Make Marketing Smarter, Faster, and More Innovative Rating: 3 out of 5 stars3/5The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share Rating: 4 out of 5 stars4/5Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight Rating: 4 out of 5 stars4/5Subscription Marketing Rating: 4 out of 5 stars4/5The Outcome Generation: How a New Generation of Technology Vendors Thrives Through True Customer Success Rating: 1 out of 5 stars1/5From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans Rating: 0 out of 5 stars0 ratingsJobs to Be Done: A Roadmap for Customer-Centered Innovation Rating: 3 out of 5 stars3/5Conversation Marketing: How to Be Relevant and Engage Your Customer by Speaking Human Rating: 0 out of 5 stars0 ratingsTechnology-as-a-Service Playbook: How to Grow a Profitable Subscription Business Rating: 1 out of 5 stars1/5Business Recoded: Have the Courage to Create a Better Future for Yourself and Your Business Rating: 0 out of 5 stars0 ratingsData-First Marketing: How To Compete and Win In the Age of Analytics Rating: 0 out of 5 stars0 ratings
Marketing For You
Emotional Intelligence: Exploring the Most Powerful Intelligence Ever Discovered Rating: 5 out of 5 stars5/5The Passive Income Cheat Sheet Rating: 4 out of 5 stars4/5Mastering ChatGPT: 21 Prompts Templates for Effortless Writing Rating: 5 out of 5 stars5/52022 Best Ways To Make Money Online Rating: 4 out of 5 stars4/5The Psychology of Selling: Increase Your Sales Faster and Easier Than You Ever Thought Possible Rating: 4 out of 5 stars4/5Influencer: Building Your Personal Brand in the Age of Social Media Rating: 4 out of 5 stars4/5Win In Court Every Time Rating: 5 out of 5 stars5/5Summary of Derral Eves's The YouTube Formula Rating: 5 out of 5 stars5/5The YouTube Formula: How Anyone Can Unlock the Algorithm to Drive Views, Build an Audience, and Grow Revenue Rating: 4 out of 5 stars4/5Marketing Made Simple: A Step-by-Step StoryBrand Guide for Any Business Rating: 5 out of 5 stars5/5The Best Credit Repair Manual Ever Written Rating: 5 out of 5 stars5/5The Passive Income Playbook Rating: 5 out of 5 stars5/5The Freedom Shortcut: How Anyone Can Generate True Passive Income Online, Escape the 9-5, and Live Anywhere Rating: 5 out of 5 stars5/5Robert Cialdini's Influence: The Psychology of Persuasion Summary Rating: 4 out of 5 stars4/5Quiet Leadership: Six Steps to Transforming Performance at Work Rating: 4 out of 5 stars4/5Propaganda Rating: 4 out of 5 stars4/5Exactly What to Say: The Magic Words for Influence and Impact Rating: 4 out of 5 stars4/5How to Write Copy That Sells: The Step-By-Step System For More Sales, to More Customers, More Often Rating: 4 out of 5 stars4/5The Catalyst: How to Change Anyone's Mind Rating: 4 out of 5 stars4/580/20 Sales and Marketing: The Definitive Guide to Working Less and Making More Rating: 4 out of 5 stars4/5INSPIRED: How to Create Tech Products Customers Love Rating: 5 out of 5 stars5/5The Millionaire Next Door Rating: 4 out of 5 stars4/5Building a StoryBrand: Clarify Your Message So Customers Will Listen Rating: 4 out of 5 stars4/5Ogilvy on Advertising in the Digital Age Rating: 5 out of 5 stars5/5Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content Rating: 4 out of 5 stars4/5
Reviews for The Customer Centricity Playbook
Rating: 3.5 out of 5 stars
3.5/5
2 ratings0 reviews