If you know the number of customers a company has, and the cost to the firm of acquiring new customers, the current revenues and earnings per customer, and the quality of the customer experience that company delivers, you’re well on your way to being able to predict that company’s future earnings. If investors and financial analysts had been gumming the customer numbers that I propose we track in The Customer Revolution, they wouldn’t have been caught in the crossfire of the over-hyped Internet economy.
Now that the downturn is upon us and customers have become even more precious to our businesses than ever before. Will your company survive the Customer Revolution? Here’s a quick preparedness test you may want to take. Continue reading