{"product_id":"2940172582219","title":"The Customer Centricity Playbook: Create and Implement a Value-Driven Customer Strategy","description":"\u003cp\u003e\u003cb\u003eHow did global gaming company Electronic Arts go from being named \"Worst Company in America\" to clearing a billion dollars in profit?\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003eThey discovered a simple truth¿and acted on it: Not all customers are the same, regardless of how they appear on the surface. The most successful companies, from Amazon to Best Buy, understand their best customers are their most valuable asset, and they tailor their acquisition, development, and retention efforts to those customers.\u003c\/p\u003e\u003cp\u003eIn \u003ci\u003eThe Customer Centricity Playbook\u003c\/i\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 stop wasting resources by chasing down product sales to each and every consumer.\u003c\/p\u003e\u003cp\u003eFader 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 more.\u003c\/p\u003e","brand":"Instructional Systems [Aubrey J. Kline (aka Jim Kline dba Instructional Systems)]","offers":[{"title":"Default Title","offer_id":47106196734192,"sku":"2940172582219","price":12.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/2940172582219_p0.jpg?v=1763839903","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/2940172582219","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}