Synopses & Reviews
One of the oldest myths in business is that every customer is a valuable customer. Even now, many businesses dont 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 companys 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.
Synopsis
The authors explore how some customers drive a company's profit while others can destroy it--and what to do about both types.
About the Author
Larry Selden is a professor emeritus of finance and economics at Columbia University Graduate School of Business, a prominent consultant, and an adviser to senior executives in many industries.
Geoffrey Colvin, Fortune magazines senior editor at large, is co-anchor of Wall Street Week with Fortune on PBS.