What's your take on Sprint's decision to get rid of some of its "problem" customers? If we are trying to build customer loyalty, how can we justify getting rid of paying customers?

    Requires Free Membership to View

    Login

Actually, given the number of customers who are, one way or another, BZs (Below Zero financial contribution) I'm very much in favor of dropping or getting rid of bad customers. This is an effective way of handling problem customers -- those who undermine, and/or endlessly disrupt, the ability of the organization to serve good customers.

With that said, Sprint could definitely have handled this firing of customers in a far more sensitive, less visible manner.

This was first published in August 2007

Join the conversationComment

Share
Comments

    Results

    Contribute to the conversation

    All fields are required. Comments will appear at the bottom of the article.
    Back to top