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How to get rid of problem customers: Was Sprint justified?

Expert Michael Lowenstein offers his opinion on whether telecommunications company Sprint was justified in firing some of its disruptive or problem customers.

What's your take on Sprint's decision to get rid of some of its "problem" customers? If we are trying to build customer loyalty, how can we justify getting rid of paying customers?
Actually, given the number of customers who are, one way or another, BZs (Below Zero financial contribution) I'm very much in favor of dropping or getting rid of bad customers. This is an effective way of handling problem customers -- those who undermine, and/or endlessly disrupt, the ability of the organization to serve good customers.

With that said, Sprint could definitely have handled this firing of customers in a far more sensitive, less visible manner.

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