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Calculating and Reporting Customer Profitablility
American Productivity & Quality Center (APQC), April 2006, Pages: 131

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Sponsor and Partner Organizations 4
Executive Summary 7
Study Findings 15

Chapter 1 Background and Overview of Customer Profitability Initiatives at Participant Organizations 17
Chapter 2 Customer Segmentation 23
Chapter 3 Calculating Customer Profitability 31
Chapter 4 Reporting Customer Profitability 43
Chapter 5 Putting Customer Profitability into Action 49

Partner Organization Case Studies 59
Index 127


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