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

Subscription Stories: True Tales from the Trenches

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.