Not all Customers are Equal
For some businesses (or sales and marketing people), market share is everything. They don't care about profit so long as they own the market. That's great in the short term but sooner or later you have to turn that substantial customer base into a profitable one. And you have to admit that there are some customers who simply cost your business money to service them.
Sometimes the 'unprofitable' customers are those who tie up your customer service people with frivolous complaints or comments. They waste your colleagues' time. It might be that they refuse to move to a new version of your product because their model 'is just fine thanks!'
Whatever it might be, there are times you must walk away from the customer, whether it is an outright refusal to service them further or to put into place more expensive contracts for service which make it unreasonable to continue purchasing from your organisation.
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