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- Increasing Customer Lifetime Value
- Increasing Customer Lifetime ValueGood article but...The article points out, accurately, that CLV is a key strategic marketing metric. However, it makes the mistake of using a formula that groups all customers together. These include profitable and unprofitable customers. If you can't separate profitable from unprofitable customers, how can you...
- Discussion threads 2007-03-13
Additional Resources
- The Right Way to Manage Unprofitable Customers
- Some of your customers aren't paying their bills. Others are so high-maintenance that the cost of serving them is eroding your profits. What to do? For many companies, the answer is simple: Show them the door....
- Articles 2008-07-01
- Customer Value Measurement: Using a Data Warehouse to Determine Customer Profitability, Customer Tenure, and Lifetime Value - Mobile Market
- Developing customer profitability can provide dividends to mobile operators. The mobile industry is still less than twenty years old, and as such is moving from a growth to a maturity stage. Like many other industries, different performance measurement metrics are used depending on the stage of evolution. The days when...
- White papers 2006-09-01
- Case Study: Changing Customer Behaviours to Increase Profitability
- A UK energy supplier faced a gradual decline in its domestic customer base, despite intense activity to develop new products and services. It was also under severe pressure from its main shareholder to improve profitability, as well as increase the customer base. The directors considered a percentage reduction in staff...
- Case studies
- The Point: Sharing The Credit
- The industrialization of credit services and supporting IT infrastructure can help lenders seize that value by breaking down silos that inhibit the flow of multi-use information across the value chain and product line. Credit scoring, for example, can go beyond its function as a decision-making tool and be reused in...
- White papers 2009-01-01
- Making Existing Customers More Profitable
- Increasing customer profitability can be tricky. Many companies offer customers discounts or free services to win or retain business. But if they find that the cost of providing those services or discounts exceeds customer profitability, the company has to make a difficult decision between cutting costs or losing customers. Using...
- Articles 2007-11-26
- How to Sell Manager-To-Manager
- At the highest level, B2B sales is really M2M sales. If you want to build a strong customer relationship that's mutually profitable, you must be capable of managing some function of your customer's business better than the customer could do it alone. And that means you've got...
- Blog posts 2007-10-25
- The Incumbent's Advantage
- Many big-company CEOs assume it's hard to grow profits organically, so they seek out new markets or acquisitions to drive growth. And they ignore a goldmine of growth potential that's right under their noses and invisible...
- Articles 2008-11-20
- How to be a Strategic Vendor
- In my previous post, I explained that its dangerous to have a strategic account without being a strategic vendor. According to Sam Reese, CEO of the giant sales training firm Miller Heiman, there are three ways to become a strategic vendor: Control a de-facto ...
- Blog posts 2007-04-29
- UAL Corporation Q3 2007 Earnings Call Transcript
- Question-and-Answer Session Operator Thank you very much, sir. First, we will take questions from the analyst community, then we will take questions from the media. The question-and-answer session will be conducted electronically. [Operator Instructions]. Our first question comes from the line of Frank Boroch of Bear Stearns. Please...
- Earnings calls 2007-10-24
- Internap Network Services Corp. Q3 2009 Earnings Conference Call
- Question-and-Answer SessionOperator Operator Instructions. Just a quick reminder, if you are joining us this afternoon using speakerphone, please make sure that your mute function is off to allow your signals to reach our equipment. Operator Instructions. And we'll pause for just a moment. We take our first question this...
- Earnings calls 2009-11-05
- Are All of Your Customers Profitable (To You)?
- Some customers purchase a mix of relatively low margin products. After adding the "costs-to-serve" those customers apart from the products, these customers may be unprofitable. For other customers who purchase a mix of relatively high-margin product, they may demand so much in extra services that they too could potentially be...
- White papers
- Moving from Selling to Account Management
- To succeed in key account management, sales staff need to change their role and their objective. Instead of pursuing short-term profit, they must concentrate on managing customer relationships and understanding the customer's whole business. Account managers have two important roles—account support and account development. Successful account management requires a wide...
- Articles 2007-10-19
- Don't Negotiate With a Gun to Your Head
- "I made him an offer that he couldn't refuse." Those words, from the movie The Godfather, have become proverbial for business deals where negotiating isn't possible (or, from the perspective of one party) even necessary. This reveals a great truth - that negotiating is the application of power...
- Blog posts 2007-08-27
- Live Post: Sales 2.0 Conference in Chicago
- Today I’m posting a “running update†of everything that happens at the Sales 2.0 Conference in Chicago. This conference sponsored by one of my publishers SellingPower features real-life customer stories about how they use the latest technology. It will probably be worth your time to check this...
- Blog posts 2009-09-10
- NII Holdings, Inc. Q3 2007 Earnings Call Transcript
- Question-and-Answer SessionOperator Thank you. [Operator Instructions]. We will take our first question from Rick Prentiss with Raymond James. Richard Prentiss - Raymond James Yes. Good morning guys. Steven M. Shindler - Chairman and Chief Executive Officer Good morning. Lo van Gemert -...
- Earnings calls 2007-10-25
- C.H. Robinson Worldwide, Inc. Q3 2008 (Qtr End 9/30/2008) Earnings Call Transcript
- Question-and-Answer Session Operator Thank you Mr. Lindbloom. Operator Instructions Your first question comes from Alexander Brand – Stephens Inc. Alexander Brand – Stephens Inc. John, can I start with an issue that was brought up on the last call where you talked about that you did have some...
- Earnings calls 2008-10-21
- Survey: More U.S. cars make grade
- There may be fewer people buying cars from Detroit's Big Three -- but they're enjoying them more. According to a University of Michigan survey, people who purchased vehicles from the automakers are happier with their cars and trucks than a year ago, as domestic vehicles close the satisfaction gap with...
- News items 2009-08-18
- Kraft Foods Q3 2009 Earnings Call Transcript
- Question-and-Answer Session Operator Operator Instructions Your first question comes from Jon Feeney of Janney Montgomery Scott. Jon Feeney – Janney Montgomery Scott Tim, you mentioned specifically walking away from unprofitable volume. Could you tell us a little bit more about that? Was it a specific customer, specific product...
- Earnings calls 2009-11-03
- Turning Great Strategy into Great Performance
- The Idea in Brief Most companies' strategies deliver only 63% of their promised financial value. Why? Leaders press for better execution when they really need a sounder strategy. Or they craft a new strategy when execution is the true weak spot. How to avoid these errors? View strategic...
- Articles 2008-02-13
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