Firing the Right Customers is Good Business

Carsten Lund Pedersen, Thomas Ritter

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review


Not every customer is an asset to your company, but determining who to cull — and how — can be a challenge.
Choosing to deliberately lose a customer might violate prevailing wisdom, but not all customers are good for your business. The authors suggest that business leaders should focus on customer needs, behavior, and value when deciding which customers to cull in order to improve profitability and better serve other customers. They also describe the pros and cons of different approaches to ending customer relationships.
TidsskriftMIT Sloan Management Review
StatusUdgivet - 30 jan. 2024