Customers That Count: Managing Your Most Profitable Assets

This article on customer relationship management emphasises the value of some customers over others - these are called 'customers that count'.

Customers that Count

Managing Your Most Profitable Assets

Tony CramAshridge Management College

In a portfolio of customers, some will be substantially more profitable than others. These are known as the Customers that Count, and most organisations are well able to identify them. This tendency for a small number of people to account for the bulk of the value was first explored by the Italian sociologist and economist, Vilfredo Pareto (18431923). In his first work, Cours d'conomie Politique(1896/7), he observed that 80% of the wealth of Italy was owned by 20% of the population. With a complex mathematical...

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