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• Cover
• Title Page
• Copyright
• 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
• Notes
• Index
• About the Authors
• About Wharton School Press
• About The Wharton School