How Customer Segmentation Can Unravel CRM

Paying special attention to your best customers makes sense, but not if you do it at the expense of building relationships with your best-customers-to-be. Playing a numbers game -- especially, going so far as to "fire" a certain percentage of customers deemed "least valuable" -- is likely to be counterproductive, at best. One of the great things about CRM is that it allows you to discover who your best customers are - and not just who the best ones are on a regular basis, but who are best over time.

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