The basic premise of this book is that not all customers are desirable. Some are "angels" who deliver net profit while others are "demons" who cost more to serve than they generate in revenue. A well run company must understand who its customers are and then organize around serving them effectively, securing its relationship with angels while repairing (or ending) its interactions with demons. The authors have also included a number of real life case studies from their professional careers to help illustrate their points.
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Why did Tim Sanders suggest this Book? "This is a recommended read. Do you have any clients that are unreasonable? Fire one of them this quarter and you'll find out that your staff will rejoice your new found wisdom."
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