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Customer Profitability is making waves and modifying business landscapes across industries. As the late multimillionaire entrepreneur, Steve Jobs, once observed, "Get closer than ever to your customers. So close, in fact, that you tell them what they need well before they realize it themselves." This profound statement necessitates a deep dive into the mechanics of Customer Profitability and its impact on the success and sustainability of a corporation.




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Flevy Management Insights: Customer Profitability


Customer Profitability is making waves and modifying business landscapes across industries. As the late multimillionaire entrepreneur, Steve Jobs, once observed, "Get closer than ever to your customers. So close, in fact, that you tell them what they need well before they realize it themselves." This profound statement necessitates a deep dive into the mechanics of Customer Profitability and its impact on the success and sustainability of a corporation.

At the heart of profit generation lies an understanding of your customer's value, financial or otherwise, to your business—essentially, Customer Profitability. It's the profit a firm makes from serving a customer or customer group over a specified period of time, specifically the difference between the revenues earned from and the costs associated with the customer relationship in a specified period.

The Hyper-Personalization Era

In their 2017 Global Banking Annual Review, McKinsey & Company emphasized that Hyper-Personalization is the future of Customer Experience. In an era where customers expect tailored experiences, acquiring a granular view of Customer Profitability can enable more efficient resource allocation, delivering higher financial returns, and driving Digital Transformation .

Principles of Customer Profitability

Organizations that have successfully mastered the art of Customer Profitability have done so by integrating several key principles into their Strategic Planning and Performance Management:

  1. Understanding Customer Behavior: Understanding customers' purchasing behaviors, preferences, and needs is fundamental to evaluating their profitability.
  2. Customized Offerings: Each customer represents a unique set of demands. As such, offerings should be adjusted to maximize profitability.
  3. Data Driven Decisions: Relevance and profitability require decisions to be driven by robust data processing and analytics.
  4. Profit Focused Marketing: Marketing strategies should focus on acquiring and retaining profitable customers.

Implementing Customer Profitability

Developing and implementing a strategy for Customer Profitability should not be a daunting task. Here are some key recommendations:

The Impact of Customer Profitability on Business

A focused approach to Customer Profitability can help organizations maximize their Operational Excellence. According to a research by Bain & Company, a 5% increase in customer retention can lead to a 25% to 95% increase in profits. Further, a study by Deloitte and Touche found that customer-centric companies were 60% more profitable compared to companies not focused on the customer.

Embracing Customer Profitability

Incorporating Customer Profitability in your Strategy Development and Change Management processes is not merely a choice but an imperative in today's competitive marketplace. Leverage your Leadership and Culture to build a customer-centric organization that relentlessly seeks to understand, measure, and enhance the profitability derived from every customer interaction.

The journey of transformative Business Transformation begins with pillar of Customer Profitability. Armed with these insights and with the support of robust Innovation programs, organizations can realize previously untapped levels of customer value, improved business outcomes, and sustained competitive advantage.

For effective implementation, take a look at these Customer Profitability best practices:


Explore related management topics: Customer Experience Competitive Advantage Customer-centric Organization Customer Retention




Additional Flevy Management Insights

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