Why is everybody talking about customer counts — the number of customers coming into the database, buying for the first time, buying again, fading away and leaving — these days? The goal is to grow the customer counts making purchases and contributing revenue. Digital advertising metrics say that our campaigns are working. Our metrics suggest the same is true for our direct marketing efforts. Yet, the company reports a flat or shrinking top line. This dilemma has retail CEOs and marketers rethinking how they let profit and loss (P&L) statements guide their marketing and their customer relationships. It’s a dated, inflexible approach that is costing many retailers dearly at a time when they can least afford it.
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