Probably many of you know: 80% of profits come from 20% of customers.
These percentages may vary slightly (I have personal experience in the GDO, the percentages are more like 35% -65%), but they explain a completely real, practical terms: the majority of your customers and make sure there is a lot 'customer you are losing money (it is not easy to digest about a month ago I was saying these things in a big international retailers and saw faces staring and almost embarrassed.)
In his article, the teacher Arthur Hughes offers a crystal clear view, because invest in a CRM program on 100% of customers? Invest only on 20% of customers that brings you 80% of the profits. This saves the 4 / 5 of the investment, without significantly reducing the ROI. Indeed, this approach may be all the difference between a successful CRM program and a failure (bad for the company and careers).
But Hughes also suggests applying the rule to the contrary, you agree to obtain 80% of the results and you can make the difference between failure and success of your program CRM.Ancora once, Hughes shows that CRM is primarily pragmatic, common sense and concrete and measurable results.
Maybe that's why in Italy sluggish?
REFERENCE
The Beauty of 80%
CRM Strategy - The first blog dedicated to the CRM strategy, curated by Marco De Veglia. FOR YOU FREE report on Best CRM Website: http://www.crmformarketers.com/ 
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