By J. William Gurley
“As companies continue to slog through this muddy economy, many executives are looking deeper into customer metrics in an attempt to uncover some little nugget that might give them a competitive edge in the marketplace. Marketing managers are digging through piles of customer data, evaluating every little thing from the cost of customer acquisition to customer churn, share of wallet and frequency of customer engagement. ”
– Marginal utility is the holy grail of business. It is what keeps customers and vendors coming back to you. It is what draws new customers to you and all successful companies implement it well. -ed.