{"product_id":"the-customer-centricity-playbook-9781613630907","title":"The Customer Centricity Playbook","description":"\u003cp\u003e\u003cb\u003e\u003ci\u003e2019 AXIOM BUSINESS BOOK AWARD WINNER\u003cbr\u003e\u003cbr\u003eFeatured in\u003c\/i\u003e Forbes, NPR's Marketplace, \u003ci\u003eand a Google Talk,\u003c\/i\u003e The Customer Centricity Playbook \u003ci\u003eoffers \"actionable insights to drive immediate value,\" according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google.\u003c\/i\u003e\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003e\u003ci\u003e How did global gaming company Electronic Arts go from being named \"Worst Company in America\" to clearing a billion dollars in profit?\u003c\/i\u003e\u003cbr\u003e\u003cbr\u003eThey discovered a simple truth—and acted on it: Not all customers are the same, regardless of how they appear on the surface.\u003cbr\u003e\u003cbr\u003eIn \u003cb\u003e\u003ci\u003eThe Customer Centricity Playbook\u003c\/i\u003e\u003c\/b\u003e, 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 \u003cb\u003estop wasting resources\u003c\/b\u003e by chasing down product sales to each and every consumer.\u003cbr\u003e\u003cbr\u003eFader and Toms offer a \u003cb\u003e360-degree analysis\u003c\/b\u003e of all the elements that support customer centricity within an organization. In this book, you will learn how to:\u003cbr\u003e Develop a \u003cb\u003ecustomer-centric strategy\u003c\/b\u003e for your organization  Understand the right way to think about\u003cb\u003e customer lifetime value (CLV)\u003c\/b\u003e Finetune investments in \u003cb\u003ecustomer acquisition, retention, and development tactics\u003c\/b\u003e based on customer heterogeneity  Foster a culture that sustains \u003cb\u003ecustomer centricity\u003c\/b\u003e, and also understand the link between \u003cb\u003eCLV and market valuation\u003c\/b\u003e Understand \u003cb\u003ecustomer relationship management (CRM) systems\u003c\/b\u003e, as they are a vital underpinning for all these areas through the valuable insights they provide \u003cbr\u003eFader's first book, \u003cb\u003e\u003ci\u003eCustomer Centricity\u003c\/i\u003e\u003c\/b\u003e, 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.\u003cbr\u003e\u003cbr\u003e\u003ci\u003e\"A must-read.\"\u003c\/i\u003e\u003cb\u003e—Aimee Johnson, Chief Marketing Officer, Zillow\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003e\"The Customer Centricity Playbook \u003ci\u003eoffers fundamental insights to point organizations of any size in the right direction.\"\u003c\/i\u003e\u003cb\u003e—Rob Markey, Partner, Bain \u0026amp; Company, Inc., and coauthor, \u003ci\u003eThe Ultimate Question 2.0\u003c\/i\u003e\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003e\u003ci\u003e\"Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders.\"\u003c\/i\u003e\u003cb\u003e—Susan Johnson, Chief Marketing Officer, SunTrust Banks\u003c\/b\u003e\u003c\/p\u003e","brand":"Peter Fader","offers":[{"title":"Default Title","offer_id":48189303062779,"sku":"9781613630907","price":19.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0779\/3917\/9771\/files\/CoreSourceHub_89df9f71-85eb-4cc6-8f7d-52a4719a7172.jpg?v=1770662783","url":"https:\/\/indiepubs.com\/products\/the-customer-centricity-playbook-9781613630907","provider":"IndiePubs","version":"1.0","type":"link"}