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Angel Customers & Demon Customers: Discover Which is Which, and Turbo-Charge Your Stock
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Angel Customers & Demon Customers: Discover Which is Which, and Turbo-Charge Your Stock

liked it 3.0  ·  Rating Details ·  1 Rating  ·  0 Reviews
One of the oldest myths in business is that every customer is a valuable customer. Even in the age of high-tech data collection, many businesses don't realize that some of their customers are deeply unprofitable, and that simply doing business with them is costing them money. In many places, it's typical that the top 20 percent of customers are generating almost all the pr ...more
Hardcover, 256 pages
Published June 2nd 2003 by Portfolio
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Robert B
Apr 01, 2009 Robert B rated it really liked it
Argues that not all customers are equally profitable to a company and suggests that companies should therefore treat customers differently, improving service to the best customers and getting more of their business while finding ways to either make unprofitable customers profitable or let them go. Like many good ideas, this one seems obvious until you realize that most companies do not act as if they understand it. The book gets bogged down in the details from time to time, but the central idea ...more
Sarah
Jan 15, 2008 Sarah rated it it was amazing
A must read for anyone in the business of serving customers AND shareholder interests. In business to make money and grow earnings while serving customers-need to know who contributes to profits in order to drive premium P/E.
Bob
Mar 03, 2008 Bob rated it did not like it
I had to read this book three times to understand it. If you have the time and the patience...go ahead
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