How to spot, and avoid, the “toxic” customer: … and hold on to clients who are just right for your firm

Abstract

Purpose

To provide a concise briefing on the most topical issues and relevant implications from the top 400 management publications in the world.

Design/methodology/approach

This briefing is prepared by an independent writer who adds their own impartial comments and places the argument in context.

Findings

The article, written in the academic style of exploratory research, reviews the literature on the concept of customer “rightness” and “wrongness” and fleshes out certain new perspectives in the context of the Hong Kong mobile‐telephone industry.

Originality/value

Provides implementable strategies and practical thinking that has influenced some of the world's leading organizations.

Citation

(2005), "How to spot, and avoid, the “toxic” customer: … and hold on to clients who are just right for your firm", Strategic Direction, Vol. 21 No. 1, pp. 25-27. https://doi.org/10.1108/02580540510571728