The Customer-Base Audit : : The First Step on the Journey to Customer Centricity / / Peter Fader, Michael Ross, Bruce G.S. Hardie.
As a leader in your organization, you will be very familiar with your organization’s key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures.But how much time have you spent reflecting on the fact that these revenues are generat...
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Place / Publishing House: | Philadelphia : : University of Pennsylvania Press, , [2022] ©2022 |
Year of Publication: | 2022 |
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Fader, Peter, author. aut http://id.loc.gov/vocabulary/relators/aut The Customer-Base Audit : The First Step on the Journey to Customer Centricity / Peter Fader, Michael Ross, Bruce G.S. Hardie. Philadelphia : University of Pennsylvania Press, [2022] ©2022 1 online resource (218 p.) text txt rdacontent computer c rdamedia online resource cr rdacarrier text file PDF rda Frontmatter -- Contents -- Acknowledgments -- Introduction. Why a Customer-Base Audit? -- Chapter 1 Setting the Scene -- Chapter 2 The Data Cube and the Five Lenses -- Chapter 3 How Different Are Your Customers? -- Chapter 4 What Changed Since Last Period? -- Chapter 5 How Does Customer Behavior Evolve? -- Chapter 6 Comparing and Contrasting Cohort Performance -- Chapter 7 How Healthy Is Our Customer Base? -- Chapter 8 Bringing Back the Product Dimension -- Chapter 9 Variations on a Theme -- Conclusion: From Audit to Action -- Notes -- Index -- About the Authors -- About Wharton School Press -- About the Wharton School restricted access http://purl.org/coar/access_right/c_16ec online access with authorization star As a leader in your organization, you will be very familiar with your organization’s key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures.But how much time have you spent reflecting on the fact that these revenues are generated by actual customers—the people who pull out their wallets and pay for your products and services? In The Customer-Base Audit: The First Step on the Journey to Customer Centricity, experts Peter Fader, Bruce Hardie, and Michael Ross start you on the path toward really getting to understand your customers’ buying behavior as well as the health of your overall customer base.A customer-base audit is a systematic review of the buying behavior of a firm’s customers using data captured by its transaction systems. It will help you answer questions such as:-- How healthy is your customer base? How realistic are your growth objectives?-- How do your customers differ in terms of their behavior and value?-- How has the quality of your customers changed over time?-- What changes in customer behavior lie behind period-to-period changes in firm performance?-- What is important to your high-value customers? Which products help you acquire and retain your best customers?Fader, Hardie, and Ross present five “lenses” through which an executive can address questions like those above. The answers are often lurking in various parts of the organization, but it is rare to find all the relevant analyses in one place, let alone performed on a regular basis (as an audit should be). Yet without such a basic, systematic understanding of the foundations of the firm’s primary source of cash flow, how can executives make informed decisions?Fader, a Wharton professor, is the author of Customer Centricity and coauthor of The Customer Centricity Playbook, both of which have helped businesses radically rethink how they relate to customers. In this first step of the journey, Fader, Hardie, and Ross assist leaders in gaining a fundamental understanding of their customers’ buying behavior—and thus their company as a whole. Mode of access: Internet via World Wide Web. In English. Description based on online resource; title from PDF title page (publisher's Web site, viewed 29. Mai 2023) Business and Management. BUSINESS & ECONOMICS / Customer Relations. bisacsh customer analytics. customer centricity. customer relationship management. customer-base audit. data science. marketing. Hardie, Bruce G.S., author. aut http://id.loc.gov/vocabulary/relators/aut Ross, Michael, author. aut http://id.loc.gov/vocabulary/relators/aut Title is part of eBook package: De Gruyter EBOOK PACKAGE Business and Economics 2022 English 9783110992823 Title is part of eBook package: De Gruyter EBOOK PACKAGE COMPLETE 2022 English 9783110993899 Title is part of eBook package: De Gruyter EBOOK PACKAGE COMPLETE 2022 9783110994810 ZDB-23-DGG Title is part of eBook package: De Gruyter EBOOK PACKAGE Economics 2022 9783110992922 ZDB-23-DBV Title is part of eBook package: De Gruyter University of Pennsylvania Complete eBook-Package 2022 9783110767674 https://doi.org/10.9783/9781613631591?locatt=mode:legacy https://www.degruyter.com/isbn/9781613631591 Cover https://www.degruyter.com/document/cover/isbn/9781613631591/original |
language |
English |
format |
eBook |
author |
Fader, Peter, Fader, Peter, Hardie, Bruce G.S., Ross, Michael, |
spellingShingle |
Fader, Peter, Fader, Peter, Hardie, Bruce G.S., Ross, Michael, The Customer-Base Audit : The First Step on the Journey to Customer Centricity / Frontmatter -- Contents -- Acknowledgments -- Introduction. Why a Customer-Base Audit? -- Chapter 1 Setting the Scene -- Chapter 2 The Data Cube and the Five Lenses -- Chapter 3 How Different Are Your Customers? -- Chapter 4 What Changed Since Last Period? -- Chapter 5 How Does Customer Behavior Evolve? -- Chapter 6 Comparing and Contrasting Cohort Performance -- Chapter 7 How Healthy Is Our Customer Base? -- Chapter 8 Bringing Back the Product Dimension -- Chapter 9 Variations on a Theme -- Conclusion: From Audit to Action -- Notes -- Index -- About the Authors -- About Wharton School Press -- About the Wharton School |
author_facet |
Fader, Peter, Fader, Peter, Hardie, Bruce G.S., Ross, Michael, Hardie, Bruce G.S., Hardie, Bruce G.S., Ross, Michael, Ross, Michael, |
author_variant |
p f pf p f pf b g h bg bgh m r mr |
author_role |
VerfasserIn VerfasserIn VerfasserIn VerfasserIn |
author2 |
Hardie, Bruce G.S., Hardie, Bruce G.S., Ross, Michael, Ross, Michael, |
author2_variant |
b g h bg bgh m r mr |
author2_role |
VerfasserIn VerfasserIn VerfasserIn VerfasserIn |
author_sort |
Fader, Peter, |
title |
The Customer-Base Audit : The First Step on the Journey to Customer Centricity / |
title_sub |
The First Step on the Journey to Customer Centricity / |
title_full |
The Customer-Base Audit : The First Step on the Journey to Customer Centricity / Peter Fader, Michael Ross, Bruce G.S. Hardie. |
title_fullStr |
The Customer-Base Audit : The First Step on the Journey to Customer Centricity / Peter Fader, Michael Ross, Bruce G.S. Hardie. |
title_full_unstemmed |
The Customer-Base Audit : The First Step on the Journey to Customer Centricity / Peter Fader, Michael Ross, Bruce G.S. Hardie. |
title_auth |
The Customer-Base Audit : The First Step on the Journey to Customer Centricity / |
title_alt |
Frontmatter -- Contents -- Acknowledgments -- Introduction. Why a Customer-Base Audit? -- Chapter 1 Setting the Scene -- Chapter 2 The Data Cube and the Five Lenses -- Chapter 3 How Different Are Your Customers? -- Chapter 4 What Changed Since Last Period? -- Chapter 5 How Does Customer Behavior Evolve? -- Chapter 6 Comparing and Contrasting Cohort Performance -- Chapter 7 How Healthy Is Our Customer Base? -- Chapter 8 Bringing Back the Product Dimension -- Chapter 9 Variations on a Theme -- Conclusion: From Audit to Action -- Notes -- Index -- About the Authors -- About Wharton School Press -- About the Wharton School |
title_new |
The Customer-Base Audit : |
title_sort |
the customer-base audit : the first step on the journey to customer centricity / |
publisher |
University of Pennsylvania Press, |
publishDate |
2022 |
physical |
1 online resource (218 p.) |
contents |
Frontmatter -- Contents -- Acknowledgments -- Introduction. Why a Customer-Base Audit? -- Chapter 1 Setting the Scene -- Chapter 2 The Data Cube and the Five Lenses -- Chapter 3 How Different Are Your Customers? -- Chapter 4 What Changed Since Last Period? -- Chapter 5 How Does Customer Behavior Evolve? -- Chapter 6 Comparing and Contrasting Cohort Performance -- Chapter 7 How Healthy Is Our Customer Base? -- Chapter 8 Bringing Back the Product Dimension -- Chapter 9 Variations on a Theme -- Conclusion: From Audit to Action -- Notes -- Index -- About the Authors -- About Wharton School Press -- About the Wharton School |
isbn |
9781613631591 9783110992823 9783110993899 9783110994810 9783110992922 9783110767674 |
url |
https://doi.org/10.9783/9781613631591?locatt=mode:legacy https://www.degruyter.com/isbn/9781613631591 https://www.degruyter.com/document/cover/isbn/9781613631591/original |
illustrated |
Not Illustrated |
dewey-hundreds |
600 - Technology |
dewey-tens |
650 - Management & public relations |
dewey-ones |
658 - General management |
dewey-full |
658.812 |
dewey-sort |
3658.812 |
dewey-raw |
658.812 |
dewey-search |
658.812 |
doi_str_mv |
10.9783/9781613631591?locatt=mode:legacy |
oclc_num |
1353269973 |
work_keys_str_mv |
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status_str |
n |
ids_txt_mv |
(DE-B1597)638065 (OCoLC)1353269973 |
carrierType_str_mv |
cr |
hierarchy_parent_title |
Title is part of eBook package: De Gruyter EBOOK PACKAGE Business and Economics 2022 English Title is part of eBook package: De Gruyter EBOOK PACKAGE COMPLETE 2022 English Title is part of eBook package: De Gruyter EBOOK PACKAGE COMPLETE 2022 Title is part of eBook package: De Gruyter EBOOK PACKAGE Economics 2022 Title is part of eBook package: De Gruyter University of Pennsylvania Complete eBook-Package 2022 |
is_hierarchy_title |
The Customer-Base Audit : The First Step on the Journey to Customer Centricity / |
container_title |
Title is part of eBook package: De Gruyter EBOOK PACKAGE Business and Economics 2022 English |
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