Angel Customers & Demon Customers

Angel Customers & Demon Customers

Discover Which is Which, and Turbo-Charge Your Stock


Format
ePub
Price
$19.99
 
  • ePub
  • ISBN 9781440626715
  • 256 Pages
  • Portfolio
  • Adult

Table of Contents

Acknowledgments

Chapter 1
The Trillion-Dollar Opportunity You’re Missing
What It Means—and What It’s Worth—to Be Truly Customer Centered

Chapter 2
Will This Customer Sink Your Stock?
Understanding How Your Average Customer Creates or Destroys Shareowner Value

Chapter 3
The Astonishing Truth About Customer Profitability
The Surprising Things You Discover When You Learn How to “Deaverage” It

Chapter 4
Managing Customer Profitability the Right Way
What Your Real Goal Is and a Practical Scorecard to Track Progress

Chapter 5
Organizing Around Customers
Why Do It and Why More Companies Don’t Do It

Chapter 6
The Right Way to Segment Customers
Reconceiving Your Company as a Customer Portfolio

Chapter 7
Knowing and Winning Customers
The Beginning of Value Proposition Management

Chapter 8
Driving It to the Ledger
Making Value Proposition Management Pay

Chapter 9
Becoming Truly Customer Centered
The Nuts and Bolts of Making It Happen in Your Organization

Chapter 10
A Better Way to Do M&A
How to Stop Takeovers from Making Shareowners Poorer

Chapter 11
Your Action Plan
What to Do on Monday Morning

Notes

Index

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