tag:blogger.com,1999:blog-3635956318555808036.post5209604496582230247..comments2008-05-17T19:43:53.802-07:00Kenhttp://www.blogger.com/profile/08328167608112061012noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-3635956318555808036.post-68490468630205813142008-05-17T19:43:00.000-07:002008-05-17T19:43:00.000-07:002008-05-17T19:43:00.000-07:00Your post cleaves the difference between a high-volume customer and a high-maintenance one in great, clear terms. The two constantly get confused by businesses keen to please just to get people in the door. It’s common to focus on a perceived 20% of your customer base and assume these are your return business and your biggest revenue generators, using the old Pareto’s Rule approach. But I agree the whole theory gets put upside down when you get stuck with a high-maintenance customer that makes you run around a lot, without producing very much revenue in the process. Great post, we're going to link to it in our own blog for customer retention at www.retentionofcustomers.com.Tom Lutzenbergerhttp://retentionofcustomers.com/wordpress/noreply@blogger.com