The Customer Isn't Always Right
We've done articles about how some customers feel "trapped" with a company, either through a contract, lack of competition, or other factors. On the flip side, many companies feel "trapped" serving some of their customers. With the old adage "the customer is always right" running through their heads, companies tend to stick with customers who are beligerent, uncooperative, constantly unhappy, and a drain on company resources, with no hope of changing. So when Sprint Nextel decided to prune its customer tree last month, it took a PR hit. In today's 1to1 Weekly lead story, Don Peppers and Martha Rogers say they believe it was the right thing to do, if it's a long-term strategic move and not done out of quarterly desperation. What do you think?
