Customer Centricity Simulation
A groundbreaking marketing simulation, developed by Wharton Marketing professor Peter Fader
- Customer Lifetime Value
- Customer Acquisition, Retention & Development
The Customer Centricity simulation is a highly interactive experience that teaches participants how to make data-driven decisions to maximize customer lifetime value
In a single day, this simulation delivers a game-changing experience for organizations, serving as a catalyst for customer-centric strategies to begin.
In Wharton’s Customer Centricity simulation, participants play the role of a CMO tasked with making real-world tactical and strategic decisions about customer acquisition, retention, and development. Their key objective is to increase corporate market valuation by maximizing customer value.
Each period, thousands of actual customers with scores of variable attributes are generated by the underlying simulation model, providing students with a unique learning opportunity to run detailed analyses on customer-level data. In addition, students can invest in further developing the company’s Customer Relationship Management (CRM) system to provide progressively greater insight into the behaviors and potential lifetime value of their customers. Students are encouraged to leverage these insights to aid other strategic decisions, such as the development of loyalty programs, premium services, and strategic account manager positions. Using Customer Centricity’s highly interactive CRM Dashboard players make investment choices throughout the simulation, motivated by evolving scenarios and game elements.
Interested in running the Customer Centricity Simulation in your class? Please contact us.
How our experiences work
Access teaching materials, support and notifications every step of the way
Configure for your learning objectives, set up classes in the experience
Invite learners to enroll and set up their groups
Run the experience and access support and notifications as you go
Summarize the experience for your learners and the outcomes
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Create a ‘My Interactive’ account *This will unlock these across all of our experiencesLessons of Customer Centricity Simulation include:
Gives students critical insight about identifying the most valuable customers and maximizing their Customer Lifetime Value (CLV)
- Acquiring the right customers
- How to gather and analyze customer data
- How a customer relationship management system can give you insight into customers
Demonstrates how and why individual customers, market sectors, and customer segments differ from each other over time
- Customer lifetime value
- Customer development
- Market valuation
- Customer heterogeneity
Gives students critical insight about identifying the most valuable customers and maximizing their Customer Lifetime Value (CLV)
- Acquiring the right customers
- How to gather and analyze customer data
- How a customer relationship management system can give you insight into customers
Demonstrates how and why individual customers, market sectors, and customer segments differ from each other over time
- Customer lifetime value
- Customer development
- Market valuation
- Customer heterogeneity
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