The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value

How did global gaming company Electronic Arts go from being named "Worst Company in America" to clearing a billion dollars in profit?



They discovered a simple truth-and acted on it: Not all customers are the same, regardless of how they appear on the surface. The most successful companies, from Amazon to Best Buy, understand their best customers are their most valuable asset, and they tailor their acquisition, development, and retention efforts to those customers.



In The Customer Centricity P...