Angel Customers & Demon Customers
By Larry Selden and Geoff Colvin
By Larry Selden and Geoff Colvin
Category: Leadership | Marketing
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Jun 02, 2003 | ISBN 9781440626715
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Table Of Contents
Angel Customers & Demon CustomersAcknowledgments
Chapter 1
The Trillion-Dollar Opportunity You’re Missing
What It Meansand What It’s Worthto 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
21 Books You’ve Been Meaning to Read
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