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Customer Centricity: Focus On The Right Customers For Strategic Advantage (Wharton Executive Essentials)
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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 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.
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- Q: How many pages does this book have? A: This book has one hundred twenty-eight pages. It is designed to provide a concise yet comprehensive overview of customer centricity.
- Q: What is the binding type of this book? A: The binding type is paperback. This makes it lightweight and portable, suitable for easy reading.
- Q: What are the dimensions of the book? A: The book measures five point five one inches in length, zero point four inches in width, and eight point five inches in height. These dimensions make it easy to fit into bags or shelves.
- Q: Who is the author of this book? A: The author is Peter Fader. He is a Wharton professor known for his expertise in customer relationship management.
- Q: What is the main theme of the book? A: The main theme is customer centricity. It focuses on understanding the importance of valuing different customers for business success.
- Q: Is this book suitable for beginners in marketing? A: Yes, this book is suitable for beginners in marketing. It presents key concepts in an accessible manner, making it easy to grasp.
- Q: How can I apply the concepts from this book? A: You can apply the concepts by realigning your business strategies to focus on your most valuable customers. This involves using customer lifetime value data effectively.
- Q: What industries can benefit from the book's insights? A: Various industries, especially those focused on customer service and marketing, can benefit from the insights. It is relevant for both retail and service sectors.
- Q: Does the book provide real-life examples? A: Yes, the book includes real-life business examples. These examples illustrate the practical application of customer-centric strategies.
- Q: What is the recommended reading time for this book? A: The recommended reading time is between sixty and ninety minutes. This quick-read format is designed for busy professionals.
- Q: Can this book help with customer relationship management? A: Yes, it can help with customer relationship management. The author discusses how to effectively utilize CRM strategies for better customer engagement.
- Q: What if I receive a damaged copy of the book? A: If you receive a damaged copy, you should contact customer support for a return or exchange. They will assist you in resolving the issue.
- Q: Is there a follow-up book recommended after this one? A: Yes, the follow-up book is 'The Customer Centricity Playbook.' It provides actionable steps to implement the concepts discussed.
- Q: What is the target audience for this book? A: The target audience includes business executives, marketers, and anyone interested in improving customer relations. It is designed for those seeking strategic advantages.
- Q: Does the book discuss flaws in traditional customer value models? A: Yes, the book discusses flaws in traditional customer value models. It emphasizes the need for a new approach to customer valuation.