Customer Centricity : Focus on the Right Customers for Strategic Advantage (Wharton Executive Essentials) （2ND）

Fader, Peter

Wharton School Pr（2012/05発売）

• 製本 Paperback:紙装版/ペーパーバック版／ページ数 125 p.
• 言語 ENG
• 商品コード 9781613630167
• DDC分類 380

Full Description

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.

Contents

Contents Introduction Chapter 1Foundation 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