PPT Slide

Figure 17-7

The Expanded Customer Pyramid

Most Profitable

Customers

Least Profitable

Customers

What segment spends more with

us over time, costs less to maintain,

spreads positive word of mouth?

What segment costs us in

time, effort and money yet

does not provide the return

we want? What segment is

difficult to do business with?

Gold

Iron

Lead

Platinum