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Wharton Digital Press  |  September 11, 2019

The Customer Centricity Playbook Wins Best Business Book Award

Groundbreaking Work from Wharton’s Peter Fader and Sarah Toms Wins 2019 Digital Book World Award

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Customer Centricity Playbook cover

The Customer Centricity Playbook, the innovative guide from authors Peter Fader and Sarah Toms for companies to revolutionize the way they think about their customers, has been named a winner of a 2019 Digital Book Award.

The Wharton Digital Press book was voted Best Business Book by a panel of judges. The award was announced Tuesday at the 2019 Digital Book World Awards ceremony in Nashville, Tennessee. The Customer Centricity Playbook was among five finalists for the Best Business Book Award.

Earlier this year, The Customer Centricity Playbook was also named a winner of a 2019 Axiom Book Award, earning a bronze medal in the sales category.

Published in October 2018, the book serves as 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. The authors aim to help companies see their customers as individuals rather than a monolith, so they can stop wasting resources by chasing down product sales to every consumer.

The Customer Centricity Playbook is required reading for anyone who seeks to understand customer lifetime value and its ability to grow organizations large and small,” Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google

2019DBWAwardsWinner_logoFader’s first book, Customer Centricity, quickly became a go-to for readers interested in focusing on the right customers for strategic advantage.

The authors’ Customer Centricity Manifesto helps organizations focus on four key concepts: customer heterogeneity, cross-functional uses of Customer Lifetime Value (CLV), metrics that reflect customer equity, and clear communication with external stakeholders.

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