Customer Centricity: Focus On The Right Customers For Strategic Advantage (Wharton Executive Essentials)

A Powerful Call To Action, Customer Centricity Upends Some Of Our Most Fundamental Beliefs About Customer Service, Customer Relationship Management, And Customer Lifetime Valuenot All Customers Are Created Equaldespite 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 Customersand Then There Is Pretty Much Everybody Else.In Customer Centricity, Wharton Professor Peter Fader, Coauthor Of The Followup Book The Customer Centricity Playbook, Helps Businesses Radically Rethink How They Relate To Customers. He Provides Insights To Help You Understand:Why Customer Centricity Is The New Model For Success And Product Centricity Must Be Ushered Out How The Ideas Of Brand Equity And Customer Equity Help Us Understand What Kinds Of Companies Naturally Lend Themselves To The Customercentric 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 Customercentric Data To Make Smarter Decisions About Their Companies How The Wellintended Idea Of Customer Relationship Management (Crm) Lost Its Wayand How Your Company Can Properly Put Crm To Usecustomer Centricity Will Help You Realign 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.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.Reveals How To Increase Profits From Your Best Customers, Find More Like Them, And Avoid Overinvesting In The Rest.Decidedly Accessible And Absolutely Necessary.Jim Sterne, Founding President And Chairman, Digital Analytics Associationperfect Readits Short (6090 Minutes), Clear, And The Best Summary Ive Read Of Why Companies Should Rethink Their Approach To Customers.Andrew Mcfarland, Svp, Chief Customer Officer, Black Boxknowing What Your Customers Are Worth Is The Secret To Focusing Your Time And Money Where It Makes The Most Difference. You Cant Be All Things To All People, So You Need To Learn To Find Out Who Really Matters To Your Success. Fader Makes It Clear With Great Ideas And A Readable Style.Andy Sernovitz, Author, Word Of Mouth Marketingthe Wharton Executive Essentials Seriesthe Wharton Executive Essentials Series From Wharton Digital Press Brings The Ideas Of The Wharton Schools Thought Leaders To You Wherever You Are. Inspired By Whartons Executive Education Program, Each Book Is Authored By Globally Renowned Faculty And Filled With Reallife Business Examples And Actionable Advice. Wharton Executive Essentials Guides Offer A Quickreading, Penetrating, And Comprehensive Summary Of The Knowledge Leaders Need To Excel In Todays Competitive Business Environment And Capture Tomorrows Opportunities.