The days when every customerhad to be nursed and cossetted are over, says John Petty, who's spent years conducting research into Customer Profitability Analysis. What's important is to separate those who are costing you time and money and not contributing to the bottom line, and get rid of them. Put your efforts instead into adding value to the customers who pay on time and don't make endless complaints. Servicing them well will improve profitability, while your unprofitable customers can become someone else's problem- preferably a competitor's.
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