The Right Way to Manage Unprofitable Customers  

Oleh:

Mittal, Vikas ; Sarkees, Matthew ; Murshed, Feisal

Jenis: Article from Bulletin/Magazine - ilmiah internasional
Dalam koleksi: Harvard Business Review bisa di lihat di link (http://web.b.ebscohost.com/ehost/command/detail?sid=f227f0b4-7315-44a4-a7f7-a7cd8cbad80b%40sessionmgr114&vid=12&hid=105&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=bth&jid=HBR) vol. 86 no. 4 (Apr. 2008), page 94-103.
Topik: customers; right; way; unprofitable customers

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Perpustakaan Pusat (Semanggi) Nomor Panggil: HH10.36 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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SPRINT NEXTEL sent out letters to aboutb 1000 people on june 29, 2007, to inform them that they had been summarily dismissed - but the recipients were Sprint customers, not employees. For about a year, the wireless - service provider had been tracking the nmberand frequency of support calls made by a group of high - maintenance end users. As a Sprint spoleswoman told Reuters in July, "In some cases, they were willing calling customer care hunderds of times a month. On the same issues, even after we felt those issues had been resolved". Ultimately, the company determined it could not meet the billing and service needs of this tiny subset of subcribes and, therefore, and waived their termination fees and cut off their service.

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