Customer Centricity : : Focus on the Right Customers for Strategic Advantage / / Peter Fader.
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 wrong—like the c...
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| Superior document: | Title is part of eBook package: De Gruyter University of Pennsylvania Press Complete eBook-Package 2020 |
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| Place / Publishing House: | Philadelphia : : University of Pennsylvania Press, , [2020] ©2020 |
| Year of Publication: | 2020 |
| Language: | English |
| Online Access: | |
| Physical Description: | 1 online resource (150 p.) |
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Table of Contents:
- Frontmatter
- Contents
- Preface: You Must Read This Before Entering the Time Capsule
- 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
- Afterword: A New Conversation about Customer Centricity
- Acknowledgments
- Index
- About the Wharton Executive Essentials Series
- About the Author
- About Wharton School Press
- About The Wharton School