No intelligent plan for corporate customer loyalty should include keeping all of the customers. Through an assessment of customer lifetime value, for example, companies can determine that some customers may simply be unprofitable to serve and retain given their current and anticipated revenue contribution; and these customers can be given a lower 'tier' or level of service, or not serviced at all (i.e. shown benign neglect), until they either leave or are encouraged to locate an alternate supplier.
For more on this topic, including examples of companies dealing with unprofitable customers, read this article from Michael Lowenstein
Dig Deeper on Customer loyalty and retention
Related Q&A from Michael Lowenstein, VP and Senior Consultant, Customer Loyalty Management, Harris Interactive
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