{"product_id":"the-customer-centricity-playbook-peter-fader-9781613630907","title":"The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value","description":"\u003cp\u003e\u003cb\u003e\u003ci\u003e2019 AXIOM BUSINESS BOOK AWARD WINNER \u003c\/i\u003e\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003eFeatured in Forbes, NPR's Marketplace, \u003ci\u003eand a Google Talk, \u003c\/i\u003e The Customer Centricity Playbook \u003ci\u003eoffers \"actionable insights to drive immediate value,\" according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. \u003c\/i\u003e\u003cp\u003e\u003c\/p\u003e\u003ci\u003e How did global gaming company Electronic Arts go from being named \"Worst Company in America\" to clearing a billion dollars in profit?\u003c\/i\u003e \u003cp\u003e\u003c\/p\u003eThey discovered a simple truth--and acted on it: Not all customers are the same, regardless of how they appear on the surface. \u003cp\u003e\u003c\/p\u003eIn \u003cb\u003e\u003ci\u003eThe Customer Centricity Playbook\u003c\/i\u003e\u003c\/b\u003e, 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 \u003cb\u003estop wasting resources\u003c\/b\u003e by chasing down product sales to each and every consumer. \u003cp\u003e\u003c\/p\u003eFader and Toms offer a \u003cb\u003e360-degree analysis\u003c\/b\u003e of all the elements that support customer centricity within an organization. In this book, you will learn how to: \u003cbr\u003e Develop a \u003cb\u003ecustomer-centric strategy\u003c\/b\u003e for your organization Understand the right way to think about\u003cb\u003e customer lifetime value (CLV)\u003c\/b\u003e Finetune investments in \u003cb\u003ecustomer acquisition, retention, and development tactics\u003c\/b\u003e based on customer heterogeneity Foster a culture that sustains \u003cb\u003ecustomer centricity\u003c\/b\u003e, and also understand the link between \u003cb\u003eCLV and market valuation\u003c\/b\u003e Understand \u003cb\u003ecustomer relationship management (CRM) systems\u003c\/b\u003e, as they are a vital underpinning for all these areas through the valuable insights they provide \u003cbr\u003eFader's first book, \u003cb\u003e\u003ci\u003eCustomer Centricity\u003c\/i\u003e\u003c\/b\u003e, 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. \u003cp\u003e\u003c\/p\u003e\u003ci\u003e\"A must-read.\"\u003c\/i\u003e\u003cb\u003e--Aimee Johnson, Chief Marketing Officer, Zillow\u003c\/b\u003e \u003cp\u003e\u003c\/p\u003e\"The Customer Centricity Playbook \u003ci\u003eoffers fundamental insights to point organizations of any size in the right direction.\"\u003c\/i\u003e\u003cb\u003e--Rob Markey, Partner, Bain \u0026amp; Company, Inc., and coauthor, \u003ci\u003eThe Ultimate Question 2.0\u003c\/i\u003e\u003c\/b\u003e \u003cp\u003e\u003c\/p\u003e\u003ci\u003e\"Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders.\"\u003c\/i\u003e\u003cb\u003e--Susan Johnson, Chief Marketing Officer, SunTrust Banks\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Peter Fader, Sarah E. Toms\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 1613630905\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9781613630907\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Wharton School Press\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 10\/30\/2018\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 136\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.40lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 8.35h x 5.43w x 0.39d\u003cbr\u003e\u003cbr\u003e\u003cb\u003eReview Citation(s): \u003c\/b\u003e\u003cbr\u003e\u003ci\u003eKirkus Reviews\u003c\/i\u003e 12\/15\/2018","brand":"Peter Fader","offers":[{"title":"Paperback","offer_id":44055337763071,"sku":"9781613630907","price":19.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_9067c52e-d0cb-4437-8c5e-c26bbdd1065f.jpg?v=1685035182","url":"https:\/\/www.whiterainbookhouse.com\/products\/the-customer-centricity-playbook-peter-fader-9781613630907","provider":"WR Book House","version":"1.0","type":"link"}