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Customer Centricity: Focus on the Right Customers for Strategic Advantage

Overview

Not all customers are created equal.

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 customersÂ…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 ...

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Customer Centricity: Focus on the Right Customers for Strategic Advantage

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Overview

Not all customers are created equal.

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 customersÂ…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.

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Product Details

  • ISBN-13: 9781613630167
  • Publisher: Wharton Digital Press
  • Publication date: 5/15/2012
  • Series: Wharton Executive Essentials
  • Edition description: Second Edition
  • Edition number: 2
  • Pages: 128
  • Sales rank: 495,447
  • Product dimensions: 5.50 (w) x 8.50 (h) x 0.40 (d)

Meet the Author

Peter S. Fader is the Frances and Pei-Yuan Chia Professor of Marketing at the Wharton School of the University of Pennsylvania. He is also the Co-Director of the Wharton Customer Analytics Initiative, an academic research center focused on fostering productive collaborations between data-driven firms and top academic researchers around the world. Fader has been quoted or featured in The New York Times, The Wall Street Journal, The Economist, The Washington Post, and on NPR, among other media.

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Table of Contents

Contents

Introduction

Chapter 1: Product Centricity: Cracks in the Foundation
Chapter 2: Customer Centricity: The New Model for Success
Chapter 3: Customer Equity: New Views on Value
Chapter 4: Customer Lifetime Value: The Real Worth of Your Customers
Chapter 5: Customer Relationship Management: The First Step Toward Customer Centricity
Conclusion

Acknowledgments
About the Author

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