Every company wants customers, right? But what do you do when the cost of customer management exceeds value?
Get rid of ‘em!
Clate Mask has a list of 3 ways to avoid costly customers over at VentureBeat.
First you need to be totally clear on who your target audience is—there’s a chance these complaining and demanding customers, who could be eroding employee morale, don’t belong to the market segment you truly want.
Here’s how you know if a customer is worth renewal management—or if they should be ditched altogether:
- Demanding but not loud or abusive to customer service: Renegotiate.
- Demanding and loud, but still not abusive: Renegotiate and Listen.
- Loud but neither demanding nor abusive: Listen
- Abusive: Terminate immediately.
If the customer still won’t renegotiate in the above cases, go ahead and terminate.
To learn about putting metrics in place to measure the cost of a customer, check out the full story.