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