Not all customers are created equal. Despite 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 customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp 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.
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Contents 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 Acknowledgments About the Author
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Produktdetaljer

ISBN
9781613630167
Publisert
2012-05-15
Utgave
2. utgave
Utgiver
Vendor
Wharton Digital Press
Vekt
185 gr
Høyde
216 mm
Bredde
140 mm
Aldersnivå
G, 01
Språk
Product language
Engelsk
Format
Product format
Heftet
Antall sider
128

Forfatter

Biographical note

Peter S. Fader is the Frances and Pei-Yuan Chia Professor of Marketing at the Wharton School of the University of Pennsylvania. He is also the Co-Director of the Wharton Customer Analytics Initiative, an academic research center focused on fostering productive collaborations between data-driven firms and top academic researchers around the world. Fader has been quoted or featured in The New York Times, The Wall Street Journal, The Economist, The Washington Post, and on NPR, among other media.