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

by Fader, Peter; Toms, Sarah E.

• ISBN13: 9781613630907
• ISBN10: 1613630905
• Format: Paperback
• Copyright: 2018-10-30
• Publisher: Wharton School Press

Summary

2019 BEST BUSINESS BOOK, DIGITAL BOOK WORLD
2019 AXIOM BUSINESS BOOK AWARD WINNER
 
Featured in Forbes, NPR’s Marketplace, and a Google Talk, The Customer Centricity Playbook offers “actionable insights to drive immediate value,” according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google.
 
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.
 
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 stopwasting 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-centricstrategy 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 also understand the link between CLV and market valuation
• Understand customer relationship management (CRM) systems, as they are a vital underpinning for all these areas through the valuable insights they provide

Fader’s first book, Customer Centricity, 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.

Author Biography

Peter S. Fader is the Frances and Pei-Yuan Chia Professor of Marketing at The Wharton School of the University of Pennsylvania. In 2015, Fader co-founded Zodiac, a predictive analytics firm that was acquired by Nike in 2018. More recently, he co-founded Theta Equity Partners, which focuses on customer-based corporate valuation. Fader is the author of Customer Centricity: Focus on the Right Customers for Strategic Advantage and coauthor with Sarah E. Toms of the book The Customer Centricity Playbook. He 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.

Sarah E. Toms is Executive Director and co-founder of Wharton Interactive. She is a demonstrated thought leader in the educational technology field, fueled by a passion to find and develop innovative ways to make every learning environment active, engaging, more meaningful, and learner-centered. Her drive to modernize, transform, and democratize education led Sarah and her team to co-invent simpl.world, an open source simulation framework. She has spent more than twenty years as a leader in the technology sphere, and was an entrepreneur for over a decade, founding companies that built global CRM, product development, productivity management, and financial systems. In addition, she is coauthor with Peter S. Fader of The Customer Centricity Playbook. She is dedicated to supporting women and girls in the technology field through her work with the Women in Tech Summit and techgirlz.org. Follow her on twitter at @SarahEToms.