Be not afraid of angels or demons

摘要

The leading minds of the distribution indus-try have been talking about unbundled services, customer profitability, and understanding costs for years. And yet, making these ideas operational, and our companies more profitable, has been difficult for most distributors, especially those who are small or mid-sized. But the future of distribution has taken a heavenly twist with the publication of Angel Customers and Demon Customers, a new book by Geoffrey Colvin and Larry Selden. Their ideas about customer profitability ― about how our actions make angels (profitable) or demons (unprofitable) out of our lifeblood ― should cause a revolution in think-ing and action in the distribution industry.