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| Author: | Kaplan, R.S. Narayanan, V.G. |
| Title: | Measuring and managing customer profitability |
| Journal: | Journal of Cost Management
2001 : SEP-OCT, VOL. 15:5, p. 5-15 |
| Index terms: | CUSTOMER RELATIONS INCENTIVES PROFITABILITY |
| Language: | eng |
| Abstract: | In all rhetoric and excitement about delighting customers, companies may overlook whether or not they are actually making money from the business they do with them. Customer profitability is the key to aligning incentives between companies and their customers. When suppliers understand the drivers of individual customer profitability, they can take a variety of actions to transform unprofitable relationships into profitable ones. |
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