The implementation of customer profitability analysis: a case study

E.M. van Raaij, M.J.A. Vernooij, Maarten J.A. Vernooij, S.P. van Triest

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    52 Citations (Scopus)


    By using customer profitability analysis (CPA), firms can determine the profit contribution of customer segments and/or individual customers. This article presents an approach for the implementation of CPA. The implementation process is illustrated using a case study of a firm producing and selling professional cleaning products. The case study highlights specific issues related to CPA in an industrial setting, and the results provide examples of the possible benefits of implementing a process of regular CPA.
    Original languageUndefined
    Pages (from-to)573-583
    Number of pages11
    JournalIndustrial marketing management
    Issue number7
    Publication statusPublished - 2003


    • Case Study
    • Customer profitability
    • IR-60302
    • Customer relationship management (CRM)
    • METIS-202439
    • Implementation

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