Customer Centricity: Focus on the Right Customers for Strategic Advantage (Wharton Executive Essentials) Paperback – May 15, 2012

Quick read. I enjoyed it. Will read the follow up. There are many logical questions that come out of this that aren't addressed.

Customer Centricity is one of those much talked about, almost much hyped, business concepts, that has been around a long time, but somehow has not really found it's place in most businesses.Sure customers are important, but most organizations focus on the money. What they fail to see is that there is a better way to make more money. And that is by being Customer Centric.This book offers some insight into what this really means for a company. Why you should - or should not - strive to become more customer centric, and it offers some useful, practical advice on how to move forward.It does not answer all the questions you may have, and it does not give you a roadmap for implementation but if you need help getting folks in your company to better understand why this concept could be critical to the organisations' success in the future, maybe, just maybe this will help.

The book is a great introduction to the why and general concepts of customer centricity.For example, it clearly differs customer centricity from customer service.Also, if you watched professor’s Fader customer centricity module on his coursera’s marketing course, the book is a good follow on.That said, the book is not good from a “know how” perspective, it’s more about “know why”. I’m looking forward to read his next book on the topic, hope it closes that gap.

This book is well written and straightforward. The concept is simple: choose which customers to please, and don't try to keep the customers that are awful for your business. But while this idea has been around for over a decade, there are still many businesses that need this lesson. This is a quick read and very persuasive. I have already lent it to a few people who enjoyed it and found it useful. Well worth it to purchase this book.

In this book, Fader provides a thoughtful and convincing argument for being customer centric vs. a product centric firm. The major tenants of the book are that focusing on every customer is really a focus on no customer. Fader convincingly lays out his argument that a product centric firm grows through increasing production volume (and driving down cost per manufactured unit) but this typically requires product line extensions and expansion into new foreign markets. While many firms have used this strategy to generate a great deal of stock holder value, the long-term future of firms using this product centric strategy are not bright given ubiquitous knowledge, international competition, and lower brand loyalty through exploding competition and the internet.I like Fader's thorough approach and analytical style. The book is an easy read, relatively short (which I appreciate)and very thought provoking. I strongly recommend it to any marketing strategist or CEO.

There is a professor-like quality to this short book, which I enjoyed. It is a bit repetitive, even in this format, in terms of comparing product-centric and customer-centric organizations, and I felt the meatier last third saved it, for me at least. I really like author Fader's description of what categories of businesses are best suited to each approach. I will use some of the examples from this book in my graduate marketing teaching. (Including the Nordstrom returned-tires story and analysis!)

I have never read so incredible good insights in so little pages. Not for an amateur reader, but great if experienced in loyalty marketing

Customer Centricity is not CRMProduct centric vs customer centricCustomer Centricity is a deliberate strategy to get most valuable customers to serve and get most of the valueThis book is a good reference for a business user.

Easy read but lacks the density around calculating the core ideas of CLTV etc.. Of course that’s in the follow up book!

A quick, easy read full of great advice. If you've taken his MOOC at Coursera, this is a pretty-much-verbatim refresher of all the key points

As a big fan of customer centricity I was very impressed by the clarity of this book. I would highly recommend it.

To the point and well informed perspective on creating a clear customer view within your organisation.

good one