No More Mr. Nice Guy: Time to Get Tough on Customer Value

Posted by Roz Lawson on June 7, 2016

So many medtech companies are treating all of their customers as if they have gold status: letting them skip queues, offering them free support and trouble-shooting, providing them with dedicated representatives—the list goes on. Frequent travelers only earn gold status because they are valuable, and our customers need to earn gold status based on their value to us: how much they buy and what margin this brings us once we’ve taken out the cost of serving them.

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