A productive discussion can be focused around the logic of segmenting customers based on

profitability, how to determine who is profitable, and how to handle communication and

“downgrading” of service to less profitable segments. Students will no doubt have their own personal

examples of times when they have been downgraded, and can discuss their feelings, reactions, and

behavior toward the firm. The idea of potentially needing to “fire” some customers who will never be

profitable is also a good point for discussion

As shown above, Describe a personal example of times when you have been downgraded and can discuss their feelings, reactions, and behavior toward the firm.

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