September 2016
Intermediate to advanced
374 pages
10h 11m
English
A company used data analytics to identify unprofitable customers not worth keeping. Despite this, they ultimately decided to keep those customers anyway. Why? Because Wall Street analysts use customer turnover as a key metric and dropping too many customers, no matter what the benefit to the bottom line, would likely lead to a decrease in market capitalization and a lack of confidence in the company. The story illustrates two points: that metrics are sometimes misguided, and coordinating balanced goals with actions can prevent businesses from making critical errors. Ultimately, business performance management is about improving corporate performance in the right direction.
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