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Cost to serve customers: an action research in the condominium administration in the Santos Region (SP)

Most companies providing services has no tools to measure all the costs of their service and profitability of each customer. This study aims to verify the use of the Cost to Serve Method contributes as analysis of customer profitability in service delivery tool. Through an action research conducted... Full description

Journal Title: Enfoque Sep/Dec 2014, Vol.33(3), pp.1-19
Main Author: de Faria, Ana
Other Authors: Fernandes, Francisco , de Faria, Ana , Fernandes, Francisco
Format: Electronic Article Electronic Article
Language: Portugiesisch
Subjects:
ID: ISSN: 15179087 ; E-ISSN: 1984882X ; DOI: 10.4025/enfoque.v33i3.22473
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recordid: proquest1645932504
title: Cost to serve customers: an action research in the condominium administration in the Santos Region (SP)
format: Article
creator:
  • de Faria, Ana
  • Fernandes, Francisco
  • de Faria, Ana
  • Fernandes, Francisco
subjects:
  • Studies
  • Cost Analysis
  • Condominiums
  • Profitability
  • Experimental/Theoretical
  • Condominium Administration
  • Cost to Serve
  • Customer Profitability
ispartof: Enfoque, Sep/Dec 2014, Vol.33(3), pp.1-19
description: Most companies providing services has no tools to measure all the costs of their service and profitability of each customer. This study aims to verify the use of the Cost to Serve Method contributes as analysis of customer profitability in service delivery tool. Through an action research conducted in one of the largest companies in the Condominium Administration sector in the city of São Vicente (SP), was applied the methodology Cost to Serve, thereby seeking to measure the cost of serve each client and determine their profitability. Noted the absence in measuring Cost to Serve customers of the company object of study and that can be a reality for other service companies. The company charged the same price to all 55 customers, per unit of apartments in each condominium, but had no idea of the costs to serve them. With the application of the methodology Cost to Serve, were identified 60 % of profitable customers and 40 % unprofitable as well as measured participation in the overall profitability...
language: por
source:
identifier: ISSN: 15179087 ; E-ISSN: 1984882X ; DOI: 10.4025/enfoque.v33i3.22473
fulltext: fulltext_linktorsrc
issn:
  • 15179087
  • 1517-9087
  • 1984882X
  • 1984-882X
url: Link


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titleCost to serve customers: an action research in the condominium administration in the Santos Region (SP)
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subjectStudies ; Cost Analysis ; Condominiums ; Profitability ; Experimental/Theoretical ; Condominium Administration ; Cost to Serve ; Customer Profitability
descriptionMost companies providing services has no tools to measure all the costs of their service and profitability of each customer. This study aims to verify the use of the Cost to Serve Method contributes as analysis of customer profitability in service delivery tool. Through an action research conducted in one of the largest companies in the Condominium Administration sector in the city of São Vicente (SP), was applied the methodology Cost to Serve, thereby seeking to measure the cost of serve each client and determine their profitability. Noted the absence in measuring Cost to Serve customers of the company object of study and that can be a reality for other service companies. The company charged the same price to all 55 customers, per unit of apartments in each condominium, but had no idea of the costs to serve them. With the application of the methodology Cost to Serve, were identified 60 % of profitable customers and 40 % unprofitable as well as measured participation in the overall profitability...
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descriptionMost companies providing services has no tools to measure all the costs of their service and profitability of each customer. This study aims to verify the use of the Cost to Serve Method contributes as analysis of customer profitability in service delivery tool. Through an action research conducted in one of the largest companies in the Condominium Administration sector in the city of São Vicente (SP), was applied the methodology Cost to Serve, thereby seeking to measure the cost of serve each client and determine their profitability. Noted the absence in measuring Cost to Serve customers of the company object of study and that can be a reality for other service companies. The company charged the same price to all 55 customers, per unit of apartments in each condominium, but had no idea of the costs to serve them. With the application of the methodology Cost to Serve, were identified 60 % of profitable customers and 40 % unprofitable as well as measured participation in the overall profitability...
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abstractMost companies providing services has no tools to measure all the costs of their service and profitability of each customer. This study aims to verify the use of the Cost to Serve Method contributes as analysis of customer profitability in service delivery tool. Through an action research conducted in one of the largest companies in the Condominium Administration sector in the city of São Vicente (SP), was applied the methodology Cost to Serve, thereby seeking to measure the cost of serve each client and determine their profitability. Noted the absence in measuring Cost to Serve customers of the company object of study and that can be a reality for other service companies. The company charged the same price to all 55 customers, per unit of apartments in each condominium, but had no idea of the costs to serve them. With the application of the methodology Cost to Serve, were identified 60 % of profitable customers and 40 % unprofitable as well as measured participation in the overall profitability...
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