Customer-base audit : the first step on the journey to customer centricity

By:

Fader, Peter

Contributor(s):

Publication details: Wharton School Press 2022 PhiladelphiaDescription: 206 pISBN:

9781613631607

Subject(s):

DDC classification:

658.812 FAD

Summary: This book is a systematic review of a firm's customer behavior, using transaction system data to assess its health, growth objectives, customer behavior and value, quality over time, and factors influencing firm performance. It helps identify high-value customers, products that help acquire and retain them, and helps identify changes in customer behavior that contribute to firm performance.

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Holdings
Item type	Current library	Collection	Call number	Status	Date due	Barcode	Item holds
Book	Jammu General Stacks	Non-fiction	658.812 FAD (Browse shelf(Opens below))	Available		IIMJ-7833

Total holds: 0

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1. Setting the Scene 2. The Data Cube and the Five Lenses 3. How Different Are Your Customers? 4. What Changed Since Last Period? 5. How Does Customer Behavior Evolve? 6. Comparing and Contrasting Cohort Performance 7. How Healthy Is Our Customer Base? 8. Bringing Back the Product Dimension 9. Variations on a Theme

This book is a systematic review of a firm's customer behavior, using transaction system data to assess its health, growth objectives, customer behavior and value, quality over time, and factors influencing firm performance. It helps identify high-value customers, products that help acquire and retain them, and helps identify changes in customer behavior that contribute to firm performance.

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