Article

It's Time to Fire Some of Your Customers

Anthony K. Tjan · Harvard Business Review Freemium Intermediate

A direct argument for why the customer is not always right for you, with a framework for deciding which accounts are quietly costing you more than they are worth. Supports the second half of our short answer directly: letting go of bad fit customers on purpose.

  • Not every paying customer is a good customer for your business model
  • Serving the wrong accounts pulls resources and attention from your best fit customers
  • Firing a customer is a strategic decision, not a failure to be nice
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The question it answers

  1. How do I know if I'm targeting the wrong customer?

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