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Table of Contents

                            Contents
Preface
Introduction
Chapter 1: Setting a Strategic Course to Maximize Customer Value
Chapter 2: Customer Acquisition and Growing Your Best Customer Base
Chapter 3: Using Customer Centricity to Tune Retention and Development Tactics
Chapter 4: CRM’s Place in Creating a Value-Based Strategy
Chapter 5: The Role of Customer Centricity in Corporate Valuation
Chapter 6: Agile Change Management and Customer Centricity
Conclusion: Customer Centricity from Concept to Playbook to Action
About the Authors
About Wharton Digital Press
About The Wharton School
Notes