Chapters in this book

1. Frontmatter i
2. Contents v
3. Preface vii
4. Introduction ix
5. Chapter 1 Setting a Strategic Course to Maximize Customer Value 1
6. Chapter 2 Customer Acquisition and Growing Your Best Customer Base 19
7. Chapter 3 Using Customer Centricity to Tune Retention and Development Tactics 37
8. Chapter 4 CRM’s Place in Creating a Value-Based Strategy 55
9. Chapter 5 The Role of Customer Centricity in Corporate Valuation 71
10. Chapter 6 Agile Change Management and Customer Centricity 87
11. Conclusion: Customer Centricity from Concept to Playbook to Action 101
12. Notes 105
13. Index 113
14. About the Authors 117
15. About Wharton School Press 119
16. About The Wharton School 120