Bill Canady warns that your most profitable customers, the ones who never complain, get ignored while competitors poach them. Most companies haven't done an unprompted senior visit to their top 10 profit accounts. He says you need to protect these invisible high-value customers before you lose them.
Quad 1 is where your competitors' best salespeople spend their time. It's also almost universally the most underserved part of the business because these accounts don't complain. They're easy. They pay on time and easy customers are invisible in the management, the system that routes attention towards the noise. Ask yourself when your top 10 profit accounts last got an unprompted visit from anyone senior or anyone from you. It's most companies, the honest answer is they didn't, and the account screaming at you did last week.
