I found it really interesting that, even though the general consensus is to keep and retain every costumer possible, that some individuals cost more than they are worth to keep. It goes against the "customer is always right" narrative but logically makes a lot of sense. However, it also makes sense that, if customers are very happy, they will have less complaints and issues, and therefore not "clog up" service lines, (like in the example). It boils down to trying to find balance between cost effectiveness while providing the maximum service possible. Bending over backwards for every demand can lead… >>>