Customer's Profitability Analyses and Customer Service Policies

• Published in: Journal of Innovations and Sustainability
• Main Authors: Venelin Terziev, Vanya Banabakova, Marin Georgiev
• Format: Article
• Language: Bulgarian
• Published: Innovations and Sustainability Academy 2017-09-01
• Subjects: customer; customer profitability; customer service’s expenses; ABC-analysis
• Online Access: https://sites.google.com/site/journalinsust/home/journal-of-innovations-and-sustainability-vol-3-no-3-2017/customer-s-profitability-analyses-and-customer-service-policies

Most organizations do not pay attention to the customer's profitability. It is also appropriate to improve this activity by first applying a model of customer profitability analysis. One of the basic principles of customer return analysis, which the provider must implement, is to disclose and describe all the expenses, specific to each individual customer. A useful way to uncover these costs is to determine which expenses will be dropped if the customer is discontinued. Appropriate use of ABC is a differentiation analysis to identify which goods and services, which customers are more and which are less profitable for the organization, and depending on how to define the policy for serving different categories of customers and the sale of goods and services with different participation in sales and profits. The present study explores the opportunities of measuring customer profitability, analyzes the connection- service’ expenses, a cost-effective client and presents the application of the ABC method - analysis to distinguish the customer service policy.