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

  • 4h 2m 13s
  • Peter Fader, Sarah Toms
  • Gildan Media
  • 2019

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. The most successful companies, from Amazon to Best Buy, understand their best customers are their most valuable asset, and they tailor their acquisition, development, and retention efforts to those customers.

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); fine-tune investments in customer acquisition, retention, and development tactics based on customer heterogeneity; foster a culture that sustains customer centricity; and more.

In this Audiobook

  • Chapter 1: Setting a Strategic Course to Maximize Customer Value
  • Chapter 2: Customer Acquisition and Growing Your Best Customer Base
  • Chapter 3: Using Customer Centricity to Tune Retention and Development Tactics
  • Chapter 4: CRM's Place in Creating a Value-Based Strategy
  • Chapter 5: The Role of Customer Centricity in Corporate Valuation
  • Chapter 6: Agile Change Management and Customer Centricity