It happens more often than you think that companies tend to focus on one or a few larger customers over time and this is usually accompanied by the neglect of other, smaller customers. This then understandably leads to dissatisfaction among them.
What had happened?
A few years ago, the company was china telegram screening looking for a solution for its customer management for the first time . At that time, they came across the provider in question and decided to become their customer. Over time, updates became less frequent and support worse. At some point, the reason for this became clear: the CRM provider used to have many small customers and looked after them equally. At some point, however, a large customer apparently came along who kept the provider so busy that there was hardly any time left for the other customers.
“Our industry is no longer interesting. There have been no updates for over two years.”
It was a bad turn for the customer, but even worse for the provider. It is not for nothing that every business book for beginners warns against too much customer concentration. The famous Pareto principle of 80-20 states, for example, that 80% of sales are generated by 20% of customers.