From: Bob Sullivan
The 80-20 rule, Pareto's principle, is great and very powerful. 80%
of your business comes from 20% of your customers. Or 20% of your
salesmen generate 80% of your revenues (The Circuit City example).
The Harvard Business Review article sounds about right. The best 20%
of your customer base generates 80% of your business. The last 10% of
the customers churn from vendor to vendor causing problems. They are
very 'high maintenance'.
Bill R, after your retail experiences, I can't believe you want to
keep that last 10% of the asshole customers who cause you all those
problems.
Yeah, but the goal should be to move that 10% up into the 20% ... if you
can motivate 'em properly, you might generate another 40%; get your
business up to 120%.
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