Hedging customers

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      <subfield code="c">by Ravi Dhar and Rashi Glazer</subfield>
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      <subfield code="a">Customers are individuals and want to be treated as such, which makes the profitability of each hard to predict. Tend to them as solicitously as you wish, but you can manage customers better, and make their collective behavior less difficult to anticipate and plan for, if you think of them as you would stocks in a portfolio.   </subfield>
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      <subfield code="g">May 2003 ; p. 86-92</subfield>
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