Customer Centricity: Focus on the Right Customers for Strategic Advantage (Wharton Executive Essentials) free ebook download.

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Customer Centricity: Focus on the Right Customers for Strategic Advantage (Wharton Executive Essentials) free ebook download

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Management

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Author(s):	Peter Fader

Date:	2020	Format:	EPUB	Language:	English	ISBN/ASIN:	1613631022
Pages:	1	OCR:		Quality:		ISBN13:
Uploader:	eternal	Upload Date:	6/3/2020 7:29:16 PM

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A powerful call to action, Customer Centricity upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime value.

Despite what the old adage says, the customer is not always right. Even companies that can seemingly do no wronglike the coffeehouse giant Starbuckshave only recently started to figure this out.

Starbucks is one of many companies that has successfully executed a pivot that puts the company in a customer-centric mindset, an approach that Wharton professor Peter Fader describes in Customer Centricity. Fader advocates that in the world of customer centricity, there are good customers  and then there is pretty much everybody else.

In a new preface and afterword to Customer Centricity, Fader reflects on how the landscape has changed over nearly a decade since he first proposed that businesses radically rethink how they relate to customers. Using examples from Starbucks, Nordstrom, and more, Fader provides insights to help you understand:

Why customer centricity is the new model for success in todays data-driven environment.
How the ideas of brand equity and customer asset value help us understand what kinds of companies naturally lend themselves to the customer-centric model and which ones dont 
Why the traditional models for determining the value of individual customers are flawed 
How executives can use customer lifetime value (CLV) and other customer-centric data to make smarter decisions about their companies 
How the well-intended idea of customer relationship management (CRM) lost its wayand how your company can properly put CRM to use 
How customer centricity will help you realign your performance metrics, product development, customer relationship management and organization to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.

ALSO AVAILABLE: Once Fader convinces you of the value of customer centricity in this book, The Customer Centricity Playbook, with Sarah Toms, will show you where to get started to bring it to the forefront of your organization.

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2793701	Book	https://tezfiles.com/file/0d80dad11cd6d...		3.00	eternal

Tags: Advantage Centricity Customer Customers Essentials Executive Focus Right Strategic Wharton

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