| Journal Call no. | HF5601.N43 |
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| Author | Connolly, Tim. |
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| Article Title | Managing customers for profit / Tim Connolly and Gary Ashworth. |
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| Is Part Of | The Hong Kong accountant ; v.7, no.1, Jan/Feb 1996, p.6168, illus. |
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| Abstract | Many organisations claim to be customer-focused and to recognise the degree to which their resources are customer-driven. Paradoxically a number do not measure or report on, and, by implication, do not understand relative customer account profit contributions. This is particularly true when all the relevant customer-driven resource costs are taken into account. Dire consequences can result for the unwary. It is therefore good to see leading edge companies take very proactive and innovative approaches to the challenge of managing customers for profit. In this article, the authors from KPMG Management Consulting give some unique insights into where the trends on customer account profitability are leading. |
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