'Firing' Customers Is A Bad Idea

摘要

Are you ready for another piece of traditional call center conventional wisdom to be debunked? The University of Pennsylvania's Wharton School marketing professors Jagmohan Raju and John Zhang, and Wharton doctoral student Upender Subramanian have found that the ail-too common CRM practice of firing low-value customers "may actually decrease firm profits," and that even "trying to increase the value of these customers may be counterproductive."