O livro, de 2006, apresenta os mesmos números do artigo “Managing Price, Gaining Profit” de Michael V. Marn & Robert L. Rosiello, em Setembro-Outubro de 1992.
Uma outra figura que devia ser interiorizada por muito boa gente é a que se segue:
20% dos clientes representam 90% do lucro! (Please rewind and read!!! Please rewind and read!!!)
Os autores escrevem sobre a indústria química, contudo, o mesmo raciocínio pode ser alargado a outros sectores.
“Once a differentiated understanding of the marketplace has been obtained, it is important to decide which segments and specific customers the organization aspires to serve and, equally importantly, which ones it will not target. In most chemical companies today, this is a significant mindset shift. In general, most chemical companies are volume-focused, and have never met an unattractive customer. (Moi ici: quantas empresas sabem quem são os seus clientes-alvo? Quantas empresas sabem que alguns clientes são autênticos presentes envenenados?)
The dilemma for most chemical companies today is that a 20/90 rule applies to customer performance – 20 percent of customers typically account for 90 percent of profit margin. The challenge is what do with the long tail of customers that add little incremental margin to the overall bottom line. In most instances, companies have decided that the best thing to do is to enhance the profitability of the tail through aggressive pricing actions. In other situations, they have decided to redefine the value proposition and overall offering to enhance the profitability of this customer group or move these customers to distributors. (Moi ici: quantas empresas fizeram e fazem esta reflexão?)”
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