Chapters in this book

1. Frontmatter i
2. Contents v
3. Preface: You Must Read This Before Entering the Time Capsule vii
4. Introduction xxi
5. Chapter 1 Product Centricity: Cracks in the Foundation 1
6. Chapter 2 Customer Centricity: The New Model for Success 19
7. Chapter 3 Customer Equity:* New Views on Value 39
8. Chapter 4 Customer Lifetime Value: The Real Worth of Your Customers 53
9. Chapter 5 Customer Relationship Management: The First Step Toward Customer Centricity 73
10. Conclusion 91
11. Afterword: A New Conversation about Customer Centricity 101
12. Acknowledgments 107
13. Index 109
14. About the Wharton Executive Essentials Series 112
15. About the Author 113
16. About Wharton School Press 115
17. About The Wharton School 116