Beschreibung The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value (English Edition). 2019 AXIOM BUSINESS BOOK AWARD WINNER Featured in Forbes, NPR’s Marketplace, and a Google Talk, The Customer Centricity Playbook offers “actionable insights to drive immediate value,” according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. How did global gaming company Electronic Arts go from being named “Worst Company in America” to clearing a billion dollars in profit? They discovered a simple truth—and acted on it: Not all customers are the same, regardless of how they appear on the surface. In The Customer Centricity Playbook, 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 stop wasting resources by chasing down product sales to each and every consumer. Fader and Toms offer a 360-degree analysis of all the elements that support customer centricity within an organization. In this book, you will learn how to: Develop a customer-centric strategy for your organization Understand the right way to think about customer lifetime value (CLV) Finetune investments in customer acquisition, retention, and development tactics based on customer heterogeneity Foster a culture that sustains customer centricity, and also understand the link between CLV and market valuation Understand customer relationship management (CRM) systems, as they are a vital underpinning for all these areas through the valuable insights they provide Fader’s first book, Customer Centricity, 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. “A must-read.” —Aimee Johnson, Chief Marketing Officer, Zillow “The Customer Centricity Playbook offers fundamental insights to point organizations of any size in the right direction.” —Rob Markey, Partner, Bain & Company, Inc., and coauthor, The Ultimate Question 2.0“Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders.”—Susan Johnson, Chief Marketing Officer, SunTrust Banks
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The Customer Centricity Playbook: Implement a Winning ~ The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value Kindle Edition by Peter Fader (Author), Sarah E. Toms (Author) Format: Kindle Edition 4.1 out of 5 stars 33 ratings
The Customer Centricity Playbook: Implement a Winning ~ This playbook helps you to explore the concept of Customer Lifetime Value, from a customer centricity perspective. Understanding that instead of looking to an average customer you should look to the right customer, those highest-valued. Based on these concepts, the authors offers great insights on how to take the best of your CRM system, your retention strategies and even how to align the .
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20 Best Book Wharton Executive Education Customer ~ The Customer Centricity Playbook Wharton School Press in the customer centricity playbook wharton school professor peter fader and wharton interactives executive director sarah toms help you see your customers as individuals rather than a monolith so you can stop wasting resources by chasing down product sales to each and every consumer fader and toms offer a 360 degree analysis of all the .
The Customer Centricity Playbook: Implement a Winning ~ The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value 136. by Peter Fader, Sarah E. Toms / Editorial Reviews. Paperback (New Edition) $ 17.99. Paperback. $17.99. NOOK Book. $10.49. View All Available Formats & Editions. Ship This Item — Qualifies for Free Shipping Buy Online, Pick up in Store is currently unavailable, but this item may be available .
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Customer experience / McKinsey & Company ~ Download our entire collection examining how companies can create competitive advantage by putting customers first and managing their journeys. Compendium / Number 2, June 2017 Customer experience: New capabilities, new audiences, new opportunities. Download the full issue. Compendium / Number 1, Winter 2016 Customer experience: Creating value through transforming customer journeys. Download .
14 ways to create a customer experience strategy [Examples] ~ A well-executed customer service strategy will maximize customer lifetime value, increase customer satisfaction and send your revenue soaring. In fact, the only thing going down will be your churn rate. You want some idea how important it is? Check this out: 81% of companies expect to compete mostly or completely on the basis of CX in 2019 - Gartner. But what exactly is customer experience .
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Retail Banking 2020 Evolution or Revolution? ~ win share by offering a better customer experience through new products and channels. Yet, despite the emergence of new competitors and models, we believe the traditional bank has a bright future – the fundamental concept of a trusted institution acting as a store of value, a source of finance and as a facilitator of transactions is not about to change. However, much of the landscape will .
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5 Steps to Customer Centricity (Englisch) Taschenbuch ~ In The 5 Stepping Stones to Customer Centricity, award-winning Customer Experience professional Koert Breebaart takes us through a unique framework for enterprises to realize customer value in a limited timeframe. The book provides us, the Customer Champions, with a balanced understanding of the most important aspects of Customer Experience Management, a practical guide to set companywide .
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