Change Your Business Model --Roger V. Dickeson

Why Service Stinks," is the cover story of BusinessWeek magazine for October 23, 2000. Don't be misled by that negative title. If you haven't read it, by all means do so. Businesses and industry are recognizing that their best customers have been subsidizing the cost of servicing marginal customers. It's an awakening provoked by activity-based cost analysis that penalizes the high service cost/low yield customers and passes benefits to the top clients. The implications of this rapidly growing service business model change can be profound for printing.