Appendix CHOW CUSTOMER MANAGERSPLAN AND EVALUATEINVESTMENTSBY THE NUMBERS

Customer managers run their operations by “the nums,” or their numbers. So much money goes into the operation; so much more money must come out, either as savings or as revenue gains. The numbers tell them where to put their money, how well it is working to make more money, and how much more or less should go in so that more can come out.

Experience teaches them what works best. They compress their lessons learned into shortcuts called formulas. Managers have formulas for planning where to make investments and for evaluating their results. They apply their formulas to putting funds to work in their operations, whether they manage the investments themselves or partner with ...

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