The customer-base audit : the first step on the journey to customer centricity /
As a leader in your organization, you will be very familiar with your organization's key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures.But how much time have you spent reflecting on the fact that these revenues are ge...
| Main Authors: | , , |
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| פורמט: | Licensed eBooks |
| שפה: | אנגלית |
| יצא לאור: |
Philadelphia, PA :
Wharton School Press,
[2022]
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| סדרה: | Book collections on Project MUSE.
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| גישה מקוונת: | https://www.jstor.org/stable/10.2307/j.ctv2rtgp3p |
תוכן הענינים:
- Frontmatter
- Contents
- Acknowledgments
- Introduction. Why a Customer-Base Audit?
- Chapter 1 Setting the Scene
- Chapter 2 The Data Cube and the Five Lenses
- Chapter 3 How Different Are Your Customers?
- Chapter 4 What Changed Since Last Period?
- Chapter 5 How Does Customer Behavior Evolve?
- Chapter 6 Comparing and Contrasting Cohort Performance
- Chapter 7 How Healthy Is Our Customer Base?
- Chapter 8 Bringing Back the Product Dimension
- Chapter 9 Variations on a Theme
- Conclusion: From Audit to Action
- Notes
- Index
- About the Authors
- About Wharton School Press
- About the Wharton School