불량고객의 유형과 전략적 관리

Abstract

There is a growing concern about bad customers who can cause problems to a firm as well as other customers. If a firm could reduce the expenditures due to bad customers, the firm could not only achieve higher profits but also enhance its relationships with best customers. The purpose of this article is therefore to investigate the basic types of bad customers, their characteristics, as well as systematic management. Various types of bad customers are considered, and possible resolutions and strategic implications are provided.