Angel Customers & Demon Customers by Larry Selden
Discover Which is Which, and Turbo-Charge Your Stock

No critic rating

Waiting for minimum critic reviews

See Reader Rating

Synopsis

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.

 

About Larry Selden

See more books from this Author
Larry Selden is a professor of finance and economics at Columbia University Graduate School of Business as well as a prominent business consultant. Geoffrey Colvin, the editorial director of Fortune magazine, is the host of the PBS series Wall Street Week with Fortune.
 
Published June 2, 2003 by Portfolio. 268 pages
Genres: Business & Economics, Professional & Technical. Non-fiction

Reader Rating for Angel Customers & Demon Customers
67%

An aggregated and normalized score based on 7 user ratings from iDreamBooks & iTunes


Rate this book!

Add Review
×