How to Handle Unprofitable Customers

Yale SOM professors Jiwoong Shin and K. Sudhir have recently published an article concerning unprofitable customers, and how to get rid of them. Their work focuses on increasing business productivity without gaining a bad reputation. Ways to politely turn away and/or alter the customer's bad behavior are discussed.  The article offers an overview of their findings and a link to their original research in the MIT Sloan Management Review.

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