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  • Customer Centricityby Peter Fader

    Wharton Digital Press 2012; US$ 14.99

    A powerful call to action, Customer Centricity upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime value 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... more...

  • The Customer Centricity Playbookby Peter Fader; Sarah E. Toms

    Wharton Digital Press 2018; US$ 14.99

    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. The most successful companies, from Amazon to Best Buy, understand their best customers... more...

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