Don't bank on butterflies.

AuthorTeutsch, Walter
PositionLetters - Letter to the editor

The March issue featured an article on research into customer relationship management in banking alongside a panel on previous studies that identified two types of customers whom the researchers labelled "barnacles" and "butterflies". The panel mentioned the Pareto principle, under its alternative name, the 80:20 rule. But surely no one expects the Pareto principle to apply to retail...

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