Q&A is a section where I answer frequently asked questions about project management, work relationships, business development, career management, team management, and other topics. In most cases, these are questions that I usually receive on a daily basis.
This question has several aspects.
First aspect. We must have some communication standards that we follow in relation to each human. Customers are no exception. These standards may differ slightly, but in general it is about dignity and respect for people.
Each company has its own vision of how it positions itself in the market, what relationships it builds with customers. Company communication and collaboration standards come to the aid of individual customer success managers or account managers working for the company.
Second aspect. Different customers represent different values for the business. In personal relationships, this can be described as the fact that you like being with some people more, while you do not want to meet others at all.
You can think of this aspect as the modification aspect. You can apply a modification to each client based on some characteristics that you consider important.
For example, you may have clients who require 80% of your time and bring in 20% of all profits, and clients who require 20% of your time and bring 80% of the profits. One strategy in such cases would be to reduce the number of the former and increase the number of the latter. And as part of such a strategy, you could apply additional benefits to desired customers. You keep your basic standards of communication that we discussed in the first aspect above, but additionally apply some benefits to a group of clients based on a clear distinction.
Third aspect. Successful customer relationships are rarely one-size-fits-all. There are usually types of clients or even individual clients depending on the business you are dealing with. And in most cases, it is beneficial for relationships that they match specific needs or a specific client, relying on the history of the relationship. I would definitely add this on top of other aspects.