FADER, Peter; TOMS, Sarah. The customer centricity playbook: implement a winning strategy driven by customer lifetime value. Philadelphia: Wharton Digital Press, 2018. 118 p. ISBN 9781613630907.

In The customer centricity playbook, Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer. Offering a 360-degree analysis of all the elements that support customer centricity within an organization. Fader and Toms deliver a true playbook for companies of all sizes that want to creat ad implement a winning strategy to acquire, develop and retain customers for the greatest value.

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