Abstract
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.
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.
| Translated title of the contribution | Despedir a los clientes adecuados es un buen negocio |
|---|---|
| Original language | English |
| Journal | MIT Sloan Management Review |
| Number of pages | 6 |
| ISSN | 1532-9194 |
| Publication status | Published - 30 Jan 2024 |