Bill Canady says companies waste resources on complaining low-profit customers while neglecting their best ones. Your most valuable customers, delivering over 100% of profit, deserve quarterly check-ins and personal attention. Schedule strategy meetings within three to six weeks of the first contact to decide where you'll compete.
Your best customers, the ones producing more than 100% of your profit, get a quarterly check-in and a Christmas card. Your worst customers get more service than that because they complain more and the complaints route to attention. You have built, without deciding to, a system that spends most on these accounts that pay the least. And there's a cost in days. This is days 30 to 90 for a reason. You've just come out of meeting 1 with a goal. Meeting 2, set the strategy, is due in 3 weeks through 6. And strategy is a decision about where you will and won't compete. You cannot make that decision honestly without this analysis in your hand.
