The Quantitative Side of Customer-Centricity with Wharton's Peter Fader

Episode 35 October 13, 2021 00:39:00
The Quantitative Side of Customer-Centricity with Wharton's Peter Fader
Subscription Stories: True Tales from the Trenches
The Quantitative Side of Customer-Centricity with Wharton's Peter Fader

Oct 13 2021 | 00:39:00

/

Show Notes

Customer-centricity is essential in the world of subscriptions. To succeed you have to understand who your most valuable customers are, and invest your resources in those relationships. But measuring the value of each customer over an extended period of time, and understanding which metrics matter most, can be tricky. Peter Fader, the Frances and Pei-Yuan Chia Professor of Marketing at the Wharton School at the University of Pennsylvania, is perhaps the leading expert in the world on how to assess the value of a business by understanding the value of the customer over their entire relationship with an organization from source to completion.
 
Peter has literally written the book on customer centricity. Well, actually, two books: Customer Centricity: Focus on the Right Customers for Strategic Advantage and The Customer Centricity Playbook which he co-authored with Sarah Toms.
 
In this episode, we discuss customer-centricity, customer lifetime value and how to use available public data to evaluate a company--using D2C prescription glasses retailer Warby Parker as an example. We also talk about why current accounting standards don't always tell the full story--and how this needs to change.

Other Episodes

Episode 61

August 02, 2023 00:35:58
Episode Cover

Scaling Membership for the Long Game with Pavilion Founder Sam Jacobs

Do you believe in the adage "Kind Folks Finish First"? Entrepreneur Sam Jacobs certainly does, and it's the driving force behind his successful organization,...

Listen

Episode 64

September 13, 2023 00:40:16
Episode Cover

Keeping Complex IOT Subscriptions Simple for Customers with Samsara CPO Jeff Hausman

Subscriptions are going beyond software, content, and community, and increasingly are providing access to the physical world. The internet of things lends itself well...

Listen

Episode 47

October 05, 2022 00:35:21
Episode Cover

Building an Educational Subscription at Scale with LinkedIn Learning’s Jill Raines

You’re probably all familiar with LinkedIn Learning, formerly known as Lynda.com. It’s LinkedIn’s professional development platform. They offer more than 18,000 video courses available...

Listen