Customer Profitability - A Balanced Scorecard Approach Posted by Customer Passion LLC | November 15th, 2006
The ability to measure profitability at the individual customer level allows companies to consider new customer profitability metrics such as “percentage of unprofitable customers,” or “dollars lost in unprofitable customer relationships.” Such customer profitability measures provide a valuable signal that satisfaction, retention, and growth in customer relationships are desirable only if these relationships contribute to higher, not lower, profits. Filed under Increasing Customer Profit Margins.
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