Customer Accounts: The Right Service for the Right Customers

Return to the investment page

It can impact a company's competitiveness when it tries to satisfy all customers on the same terms. A "one-size-fits-all" strategy means that the company over-services some customer groups and under-services others — and that is neither profitable nor competitive.

The company needs to differentiate its attention and service if it wants to increase customer satisfaction.

• Does the company's smallest customer receive the same attention as its largest customer?
• Is the largest customer entitled to more services?
• How does the company ensure the right service for the right customers — in a profitable way?
  

If you break away from one-size-fits-all, you create more happy and profitable customers.