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Measuring And Managing Customer Profitability

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Before starting this self study program, please go through the instructional document.


  • Managerial Accounting – era and issues
    7 mins
  • What is Activity-based costing (ABC)?
    12 mins
  • Key issues faced while Implementing ABC
    28 mins
  • How one should calculate a channel and customer profitability?
    33 mins
  • What is analytics and how to apply it successfully?
    56 mins
  • Historical costing versus predictive costing
    59 mins
  • Which are major barriers that slow down the adoption rate of ABC?
    77 mins
  • Major excuses preventing being progressive
    80 mins

Course Description

Customers increasingly view suppliers’ products and standard service lines as commodities. This means that suppliers must shift their actions toward differentiating their services, offers, discounts, and deals to different types of existing customers to retain and grow them. As a result of this shift from being product-centric to customer centric, suppliers need an increased emphasis on measuring current and future potential profitability of products, standard service-lines, channels, and customers. Activity-based costing (ABC) provides the information lacking in traditional costing practices to address both issues – measuring customer and channel profitability including the costs of products and standard service lines.

Learning Objectives

  • Why customers are the source of shareholder wealth creation.
  • How to shift the mindset from growing sales to growing profitable sales & to view customers as investments like in a stock portfolio to seek higher ROIs – return on customers (ROC)
  • Why the marketing and sales functions need accounting data to better formulate customer account strategies including compensation incentives.
  • How to measure and manage product, channel, and customer profitability
  • How measuring forward-looking customer lifetime value (CLV) differs from calculating historical customer / consumer profitability for B2C industries.

Who Should Attend?

  • Accountant
  • Accounting Firm
  • Bookkeeper
  • CPA - Small Firm
  • Entrepreneurial CPA
  • Finance Pros
  • QB Pro Advisor
  • Xero Advisor
  • Young CPA