Customers at Any Cost?

by John Berry

Although the customer may always be right, the customer is not always profitable. Companies today are slowly acknowledging that unprofitable customers might not be worth continuing a relationship with. Extensive and detailed sets of customer information populated into business software allow organizations to analyze customer contributions to the bottom line, where it is revealed that some customers don't contribute anything at all but rather cost the company money.

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Customers at Any Cost? August 2005