The implications for the organization is that research of customer purchasing patterns and relationships should be carefully executed. Customers should be segmented and selected on the basis of relationships and not just by end-of-quarter transactions. Organizations should also learn to say "no" to some customers and to send unprofitable customers to the competition.
For customers, the implication is that they will have to make choices and stop spreading their business between many competitors. If they continue to do so, they will not receive an adequate customer experience and often will be treated as inferior to those customers who are committed to long-term relationships.
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