Customer centricity : focus on the right customers for strategic advantage /
Peter Fader.
- Second edition
- 125 pages ; 22 cm.
- Wharton executive essentials. .
- Fader, Peter. tWharton executive education customer centricity essentials. .
- Wharton executive essentials series. .
Includes index. First edition published under the title: Wharton executive education customer centricity essentials, 2011.
Product Centricity: Cracks in the Foundation -- Customer Centricity: The New Model for Success -- Customer Equity: New Views on Value -- Customer Lifetime Value: The Real Worth of Your Customers -- Customer Relationship Management: The First Step Toward Customer Centricity.
Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.