The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value
2019 AXIOM BUSINESS BOOK AWARD WINNERFeatured in Forbes, NPR's Marketplace, and a Google Talk, The Customer Centricity Playbook offers "actionable insights to drive immediate value," according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. How did gl...
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Philadelphia
University of Pennsylvania Press
[2018]
|
| Schlagworte: | |
| Online-Zugang: | FAW01 FAB01 FCO01 FHA01 FKE01 FLA01 UPA01 UBG01 Volltext |
| Zusammenfassung: | 2019 AXIOM BUSINESS BOOK AWARD WINNERFeatured in Forbes, NPR's Marketplace, and a Google Talk, The Customer Centricity Playbook offers "actionable insights to drive immediate value," according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. 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.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.Fader and Toms offer a 360-degree analysis of all the elements that support customer centricity within an organization. In this book, you will learn how to: Develop a customer-centric strategy for your organization Understand the right way to think about customer lifetime value (CLV) Finetune investments in customer acquisition, retention, and development tactics based on customer heterogeneity Foster a culture that sustains customer centricity, and also understand the link between CLV and market valuation Understand customer relationship management (CRM) systems, as they are a vital underpinning for all these areas through the valuable insights they provide Fader's first book, Customer Centricity, quickly became a go-to for readers interested in focusing on the right customers for strategic advantage. In this new book, Fader and Toms offer a true playbook for companies of all sizes that want to create and implement a winning strategy to acquire, develop, and retain customers for the greatest value."A must-read."-Aimee Johnson, Chief Marketing Officer, Zillow"The Customer Centricity Playbook offers fundamental insights to point organizations of any size in the right direction."-Rob Markey, Partner, Bain & Company, Inc., and coauthor, The Ultimate Question 2.0"Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders."-Susan Johnson, Chief Marketing Officer, SunTrust Banks |
| Beschreibung: | Description based on online resource; title from PDF title page (publisher's Web site, viewed 28. Feb 2023) |
| Beschreibung: | 1 Online-Ressource (136 Seiten) |
| ISBN: | 9781613630914 |
| DOI: | 10.9783/9781613630914 |
Internformat
MARC
| LEADER | 00000nmm a2200000zc 4500 | ||
|---|---|---|---|
| 001 | BV048854079 | ||
| 003 | DE-604 | ||
| 005 | 00000000000000.0 | ||
| 007 | cr|uuu---uuuuu | ||
| 008 | 230310s2018 |||| o||u| ||||||eng d | ||
| 020 | |a 9781613630914 |9 978-1-61363-091-4 | ||
| 024 | 7 | |a 10.9783/9781613630914 |2 doi | |
| 035 | |a (ZDB-23-DGG)9781613630914 | ||
| 035 | |a (OCoLC)1372487623 | ||
| 035 | |a (DE-599)BVBBV048854079 | ||
| 040 | |a DE-604 |b ger |e rda | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-1043 |a DE-1046 |a DE-858 |a DE-Aug4 |a DE-859 |a DE-860 |a DE-473 |a DE-739 | ||
| 100 | 1 | |a Fader, Peter |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a The Customer Centricity Playbook |b Implement a Winning Strategy Driven by Customer Lifetime Value |c Peter Fader, Sarah E. Toms |
| 264 | 1 | |a Philadelphia |b University of Pennsylvania Press |c [2018] | |
| 264 | 4 | |c © 2018 | |
| 300 | |a 1 Online-Ressource (136 Seiten) | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b c |2 rdamedia | ||
| 338 | |b cr |2 rdacarrier | ||
| 500 | |a Description based on online resource; title from PDF title page (publisher's Web site, viewed 28. Feb 2023) | ||
| 520 | |a 2019 AXIOM BUSINESS BOOK AWARD WINNERFeatured in Forbes, NPR's Marketplace, and a Google Talk, The Customer Centricity Playbook offers "actionable insights to drive immediate value," according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. 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.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.Fader and Toms offer a 360-degree analysis of all the elements that support customer centricity within an organization. | ||
| 520 | |a In this book, you will learn how to: Develop a customer-centric strategy for your organization Understand the right way to think about customer lifetime value (CLV) Finetune investments in customer acquisition, retention, and development tactics based on customer heterogeneity Foster a culture that sustains customer centricity, and also understand the link between CLV and market valuation Understand customer relationship management (CRM) systems, as they are a vital underpinning for all these areas through the valuable insights they provide Fader's first book, Customer Centricity, quickly became a go-to for readers interested in focusing on the right customers for strategic advantage. | ||
| 520 | |a In this new book, Fader and Toms offer a true playbook for companies of all sizes that want to create and implement a winning strategy to acquire, develop, and retain customers for the greatest value."A must-read."-Aimee Johnson, Chief Marketing Officer, Zillow"The Customer Centricity Playbook offers fundamental insights to point organizations of any size in the right direction."-Rob Markey, Partner, Bain & Company, Inc., and coauthor, The Ultimate Question 2.0"Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders."-Susan Johnson, Chief Marketing Officer, SunTrust Banks | ||
| 546 | |a In English | ||
| 650 | 7 | |a BUSINESS & ECONOMICS / Customer Relations |2 bisacsh | |
| 650 | 4 | |a Customer relations-Management | |
| 650 | 4 | |a Freading eBooks | |
| 700 | 1 | |a Toms, Sarah E. |e Sonstige |4 oth | |
| 856 | 4 | 0 | |u https://doi.org/10.9783/9781613630914?locatt=mode:legacy |x Verlag |z URL des Erstveröffentlichers |3 Volltext |
| 912 | |a ZDB-23-DGG | ||
| 999 | |a oai:aleph.bib-bvb.de:BVB01-034119304 | ||
| 966 | e | |u https://doi.org/10.9783/9781613630914?locatt=mode:legacy |l FAW01 |p ZDB-23-DGG |q FAW_PDA_DGG |x Verlag |3 Volltext | |
| 966 | e | |u https://doi.org/10.9783/9781613630914?locatt=mode:legacy |l FAB01 |p ZDB-23-DGG |q FAB_PDA_DGG |x Verlag |3 Volltext | |
| 966 | e | |u https://doi.org/10.9783/9781613630914?locatt=mode:legacy |l FCO01 |p ZDB-23-DGG |q FCO_PDA_DGG |x Verlag |3 Volltext | |
| 966 | e | |u https://doi.org/10.9783/9781613630914?locatt=mode:legacy |l FHA01 |p ZDB-23-DGG |q FHA_PDA_DGG |x Verlag |3 Volltext | |
| 966 | e | |u https://doi.org/10.9783/9781613630914?locatt=mode:legacy |l FKE01 |p ZDB-23-DGG |q FKE_PDA_DGG |x Verlag |3 Volltext | |
| 966 | e | |u https://doi.org/10.9783/9781613630914?locatt=mode:legacy |l FLA01 |p ZDB-23-DGG |q FLA_PDA_DGG |x Verlag |3 Volltext | |
| 966 | e | |u https://doi.org/10.9783/9781613630914?locatt=mode:legacy |l UPA01 |p ZDB-23-DGG |q UPA_PDA_DGG |x Verlag |3 Volltext | |
| 966 | e | |u https://doi.org/10.9783/9781613630914?locatt=mode:legacy |l UBG01 |p ZDB-23-DGG |q UBG_PDA_DGG |x Verlag |3 Volltext | |
Datensatz im Suchindex
| _version_ | 1804184976610033664 |
|---|---|
| adam_txt | |
| any_adam_object | |
| any_adam_object_boolean | |
| author | Fader, Peter |
| author_facet | Fader, Peter |
| author_role | aut |
| author_sort | Fader, Peter |
| author_variant | p f pf |
| building | Verbundindex |
| bvnumber | BV048854079 |
| collection | ZDB-23-DGG |
| ctrlnum | (ZDB-23-DGG)9781613630914 (OCoLC)1372487623 (DE-599)BVBBV048854079 |
| doi_str_mv | 10.9783/9781613630914 |
| format | Electronic eBook |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>04779nmm a2200517zc 4500</leader><controlfield tag="001">BV048854079</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">00000000000000.0</controlfield><controlfield tag="007">cr|uuu---uuuuu</controlfield><controlfield tag="008">230310s2018 |||| o||u| ||||||eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781613630914</subfield><subfield code="9">978-1-61363-091-4</subfield></datafield><datafield tag="024" ind1="7" ind2=" "><subfield code="a">10.9783/9781613630914</subfield><subfield code="2">doi</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(ZDB-23-DGG)9781613630914</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)1372487623</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV048854079</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">rda</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-1043</subfield><subfield code="a">DE-1046</subfield><subfield code="a">DE-858</subfield><subfield code="a">DE-Aug4</subfield><subfield code="a">DE-859</subfield><subfield code="a">DE-860</subfield><subfield code="a">DE-473</subfield><subfield code="a">DE-739</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Fader, Peter</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">The Customer Centricity Playbook</subfield><subfield code="b">Implement a Winning Strategy Driven by Customer Lifetime Value</subfield><subfield code="c">Peter Fader, Sarah E. Toms</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Philadelphia</subfield><subfield code="b">University of Pennsylvania Press</subfield><subfield code="c">[2018]</subfield></datafield><datafield tag="264" ind1=" " ind2="4"><subfield code="c">© 2018</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">1 Online-Ressource (136 Seiten)</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">c</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">cr</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Description based on online resource; title from PDF title page (publisher's Web site, viewed 28. Feb 2023)</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">2019 AXIOM BUSINESS BOOK AWARD WINNERFeatured in Forbes, NPR's Marketplace, and a Google Talk, The Customer Centricity Playbook offers "actionable insights to drive immediate value," according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. 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.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.Fader and Toms offer a 360-degree analysis of all the elements that support customer centricity within an organization. </subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">In this book, you will learn how to: Develop a customer-centric strategy for your organization Understand the right way to think about customer lifetime value (CLV) Finetune investments in customer acquisition, retention, and development tactics based on customer heterogeneity Foster a culture that sustains customer centricity, and also understand the link between CLV and market valuation Understand customer relationship management (CRM) systems, as they are a vital underpinning for all these areas through the valuable insights they provide Fader's first book, Customer Centricity, quickly became a go-to for readers interested in focusing on the right customers for strategic advantage. </subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">In this new book, Fader and Toms offer a true playbook for companies of all sizes that want to create and implement a winning strategy to acquire, develop, and retain customers for the greatest value."A must-read."-Aimee Johnson, Chief Marketing Officer, Zillow"The Customer Centricity Playbook offers fundamental insights to point organizations of any size in the right direction."-Rob Markey, Partner, Bain & Company, Inc., and coauthor, The Ultimate Question 2.0"Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders."-Susan Johnson, Chief Marketing Officer, SunTrust Banks</subfield></datafield><datafield tag="546" ind1=" " ind2=" "><subfield code="a">In English</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS / Customer Relations</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer relations-Management</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Freading eBooks</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Toms, Sarah E.</subfield><subfield code="e">Sonstige</subfield><subfield code="4">oth</subfield></datafield><datafield tag="856" ind1="4" ind2="0"><subfield code="u">https://doi.org/10.9783/9781613630914?locatt=mode:legacy</subfield><subfield code="x">Verlag</subfield><subfield code="z">URL des Erstveröffentlichers</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">ZDB-23-DGG</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-034119304</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">https://doi.org/10.9783/9781613630914?locatt=mode:legacy</subfield><subfield code="l">FAW01</subfield><subfield code="p">ZDB-23-DGG</subfield><subfield code="q">FAW_PDA_DGG</subfield><subfield code="x">Verlag</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">https://doi.org/10.9783/9781613630914?locatt=mode:legacy</subfield><subfield code="l">FAB01</subfield><subfield code="p">ZDB-23-DGG</subfield><subfield code="q">FAB_PDA_DGG</subfield><subfield code="x">Verlag</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">https://doi.org/10.9783/9781613630914?locatt=mode:legacy</subfield><subfield code="l">FCO01</subfield><subfield code="p">ZDB-23-DGG</subfield><subfield code="q">FCO_PDA_DGG</subfield><subfield code="x">Verlag</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">https://doi.org/10.9783/9781613630914?locatt=mode:legacy</subfield><subfield code="l">FHA01</subfield><subfield code="p">ZDB-23-DGG</subfield><subfield code="q">FHA_PDA_DGG</subfield><subfield code="x">Verlag</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">https://doi.org/10.9783/9781613630914?locatt=mode:legacy</subfield><subfield code="l">FKE01</subfield><subfield code="p">ZDB-23-DGG</subfield><subfield code="q">FKE_PDA_DGG</subfield><subfield code="x">Verlag</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">https://doi.org/10.9783/9781613630914?locatt=mode:legacy</subfield><subfield code="l">FLA01</subfield><subfield code="p">ZDB-23-DGG</subfield><subfield code="q">FLA_PDA_DGG</subfield><subfield code="x">Verlag</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">https://doi.org/10.9783/9781613630914?locatt=mode:legacy</subfield><subfield code="l">UPA01</subfield><subfield code="p">ZDB-23-DGG</subfield><subfield code="q">UPA_PDA_DGG</subfield><subfield code="x">Verlag</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">https://doi.org/10.9783/9781613630914?locatt=mode:legacy</subfield><subfield code="l">UBG01</subfield><subfield code="p">ZDB-23-DGG</subfield><subfield code="q">UBG_PDA_DGG</subfield><subfield code="x">Verlag</subfield><subfield code="3">Volltext</subfield></datafield></record></collection> |
| id | DE-604.BV048854079 |
| illustrated | Not Illustrated |
| index_date | 2024-07-03T21:40:52Z |
| indexdate | 2024-07-10T09:47:54Z |
| institution | BVB |
| isbn | 9781613630914 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-034119304 |
| oclc_num | 1372487623 |
| open_access_boolean | |
| owner | DE-1043 DE-1046 DE-858 DE-Aug4 DE-859 DE-860 DE-473 DE-BY-UBG DE-739 |
| owner_facet | DE-1043 DE-1046 DE-858 DE-Aug4 DE-859 DE-860 DE-473 DE-BY-UBG DE-739 |
| physical | 1 Online-Ressource (136 Seiten) |
| psigel | ZDB-23-DGG ZDB-23-DGG FAW_PDA_DGG ZDB-23-DGG FAB_PDA_DGG ZDB-23-DGG FCO_PDA_DGG ZDB-23-DGG FHA_PDA_DGG ZDB-23-DGG FKE_PDA_DGG ZDB-23-DGG FLA_PDA_DGG ZDB-23-DGG UPA_PDA_DGG ZDB-23-DGG UBG_PDA_DGG |
| publishDate | 2018 |
| publishDateSearch | 2018 |
| publishDateSort | 2018 |
| publisher | University of Pennsylvania Press |
| record_format | marc |
| spelling | Fader, Peter Verfasser aut The Customer Centricity Playbook Implement a Winning Strategy Driven by Customer Lifetime Value Peter Fader, Sarah E. Toms Philadelphia University of Pennsylvania Press [2018] © 2018 1 Online-Ressource (136 Seiten) txt rdacontent c rdamedia cr rdacarrier Description based on online resource; title from PDF title page (publisher's Web site, viewed 28. Feb 2023) 2019 AXIOM BUSINESS BOOK AWARD WINNERFeatured in Forbes, NPR's Marketplace, and a Google Talk, The Customer Centricity Playbook offers "actionable insights to drive immediate value," according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. 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.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.Fader and Toms offer a 360-degree analysis of all the elements that support customer centricity within an organization. In this book, you will learn how to: Develop a customer-centric strategy for your organization Understand the right way to think about customer lifetime value (CLV) Finetune investments in customer acquisition, retention, and development tactics based on customer heterogeneity Foster a culture that sustains customer centricity, and also understand the link between CLV and market valuation Understand customer relationship management (CRM) systems, as they are a vital underpinning for all these areas through the valuable insights they provide Fader's first book, Customer Centricity, quickly became a go-to for readers interested in focusing on the right customers for strategic advantage. In this new book, Fader and Toms offer a true playbook for companies of all sizes that want to create and implement a winning strategy to acquire, develop, and retain customers for the greatest value."A must-read."-Aimee Johnson, Chief Marketing Officer, Zillow"The Customer Centricity Playbook offers fundamental insights to point organizations of any size in the right direction."-Rob Markey, Partner, Bain & Company, Inc., and coauthor, The Ultimate Question 2.0"Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders."-Susan Johnson, Chief Marketing Officer, SunTrust Banks In English BUSINESS & ECONOMICS / Customer Relations bisacsh Customer relations-Management Freading eBooks Toms, Sarah E. Sonstige oth https://doi.org/10.9783/9781613630914?locatt=mode:legacy Verlag URL des Erstveröffentlichers Volltext |
| spellingShingle | Fader, Peter The Customer Centricity Playbook Implement a Winning Strategy Driven by Customer Lifetime Value BUSINESS & ECONOMICS / Customer Relations bisacsh Customer relations-Management Freading eBooks |
| title | The Customer Centricity Playbook Implement a Winning Strategy Driven by Customer Lifetime Value |
| title_auth | The Customer Centricity Playbook Implement a Winning Strategy Driven by Customer Lifetime Value |
| title_exact_search | The Customer Centricity Playbook Implement a Winning Strategy Driven by Customer Lifetime Value |
| title_exact_search_txtP | The Customer Centricity Playbook Implement a Winning Strategy Driven by Customer Lifetime Value |
| title_full | The Customer Centricity Playbook Implement a Winning Strategy Driven by Customer Lifetime Value Peter Fader, Sarah E. Toms |
| title_fullStr | The Customer Centricity Playbook Implement a Winning Strategy Driven by Customer Lifetime Value Peter Fader, Sarah E. Toms |
| title_full_unstemmed | The Customer Centricity Playbook Implement a Winning Strategy Driven by Customer Lifetime Value Peter Fader, Sarah E. Toms |
| title_short | The Customer Centricity Playbook |
| title_sort | the customer centricity playbook implement a winning strategy driven by customer lifetime value |
| title_sub | Implement a Winning Strategy Driven by Customer Lifetime Value |
| topic | BUSINESS & ECONOMICS / Customer Relations bisacsh Customer relations-Management Freading eBooks |
| topic_facet | BUSINESS & ECONOMICS / Customer Relations Customer relations-Management Freading eBooks |
| url | https://doi.org/10.9783/9781613630914?locatt=mode:legacy |
| work_keys_str_mv | AT faderpeter thecustomercentricityplaybookimplementawinningstrategydrivenbycustomerlifetimevalue AT tomssarahe thecustomercentricityplaybookimplementawinningstrategydrivenbycustomerlifetimevalue |