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 profit while the bottom 20 percent are actually destroying value. Managers are missing tremendous opportunities if they are not aware which of their customers are truly profitable and which are not. According to Larry Selden and Geoff Colvin, there is a way to fix this problem: manage your business not as a collection of products and services but as a customer portfolio. Selden and Colvin show readers how to analyze customer data to understand how you can get the most out of your most critical customer segments. The authors reveal how some companies (such as Best Buy and Fidelity Investments) have already moved in this direction, and what customer-centric strategies are likely to become widespread in the coming years.
For corporate leaders, middle managers, or small business owners, this book offers a breakthrough plan to delight their best customers and drive shareowner value.

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

Business & Money

Selden, Larry

Colvin, Geoffrey

Management & Leadership

Portfolio

One of the oldest myths in business is that every customer is a valuable customer. Even now, many businesses donÂ't realize that some of their customers are deeply unprofitable, and that simply doing business with them is costing them money. Often the top 20 percent of customers generate almost all of a companyÂ's profit, while the bottom 20 percent are actually destroying value. 
 The cutting-edge companies featured in Killer Customers, in industries ranging from retail to manufacturing to financial services, are taking a fundamentally new look at how they treat their best and worst customers. More importantly, they are re-conceiving their companies as portfolios of customers. 
 For corporate leaders, business managers, or small business owners, Killer Customers offers a breakthrough plan to delight their best customers and drive consistently superior results.

Killer Customers: Tell the Good from the Bad--and Dominate Your Competitors

Colvin, Geoff

Marketing & Sales

Portfolio Trade

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 profit while the bottom 20 percent are actually destroying value. Managers are missing tremendous opportunities if they are not aware which of their customers are truly profitable and which are not. According to Larry Selden and Geoff Colvin, there is a way to fix this problem: manage your business not as a collection of products and services but as a customer portfolio. Selden and Colvin show readers how to analyze customer data to understand how you can get the most out of your most critical customer segments. The authors reveal how some companies (such as Best Buy and Fidelity Investments) have already moved in this direction, and what customer-centric strategies are likely to become widespread in the coming years.For corporate leaders, middle managers, or small business owners, this book offers a breakthrough plan to delight their best customers and drive shareowner value.

Angel Customers & Demon Customers (revised edition)

Portfolio Hardcover

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