Customer profitability is a topic that is receiving a lot of attention in the popular press. We hear dramatic stories about the accomplishments of firms such as Federal Express, First Union Bank, and Fidelity in segmenting their customer bases and boosting profitability. Some are even going so far as to “fire” their unprofitable customers. ITSMA recently spoke with Dr. Valarie A. Zeithaml, a leading expert on services management, about her latest research on the topic of customer segmentation and profitability.
Identifying Profitable Customers, Valarie Zeithaml