One of my research interests is finding the principles that underly the management of information, complexity and uncertainty. When something as simple as a web-form is called “technology” it is time to step back and examine your principles. One principle I am not sure about Postel’s law. It doesn’t hold often enough to be relied on and when it fails I am not sure who to be angry with. Continue reading
Recently, we had a client come to us with (among other things) the following question:
Who is more valuable, Customer Type A, or Customer Type B?
This client already tracked the net profit and loss generated by every customer who used his services, and had begun to analyze his customers by group. He was especially interested in Customer Type A; his gut instinct told him that Type A customers were quite profitable compared to the others (Type B) and he wanted to back up this feeling with numbers.
He found that, on average, Type A customers generate about $92 profit per month, and Type B customers average about $115 per month (The data and figures that we are using in this discussion aren’t actual client data, of course, but a notional example). He also found that while Type A customers make up about 4% of the customer base, they generate less than 4% of the net profit per month. So Type A customers actually seem to be less profitable than Type B customers. Apparently, our client was mistaken.
Or was he? Continue reading