Chapter 3

Do small customers need meetings to feel cared for?

Khách nhỏ có cần được gặp mặt mới thấy được chăm?

The chapter's question

Does each tier get meetings, calls or automated messages?

Big idea

When the care model fits the tier, small customers are still served well without eating all your hours.

In this chapter

  1. Part 3.1

    High-Touch

    Which meetings in the year do top-tier customers need?

  2. Part 3.2

    One-to-Many

    How many individual calls can one group training session replace?

  3. Part 3.3

    Self-Serve

    What do lower-tier customers need to be self-sufficient?

  4. Part 3.4

    Small Account, Big Problem

    When a lower-tier customer has a serious incident, who takes it?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of Two Hundred Accounts, One Person is free to read right here.

Read in Conan School

Chapters of Two Hundred Accounts, One Person

  1. 1.Am I serving important customers, or just noisy ones?
  2. 2.Is tiering customers unfair to the small ones?
  3. 3.Do small customers need meetings to feel cared for?
  4. 4.Who does my weekly calendar really put first?
  5. 5.Taking more accounts without dropping anything: generous or reckless?