Sort your customers into tiers by value, potential, and risk, so proactive retention matches effort to stakes rather than trying to give every customer the same attention and accomplishing none of it.
Score each customer on three dimensions, then assign a tier and a level of attention.
| Customer | Value to you (1 to 5) | Potential to grow (1 to 5) | Risk of leaving (1 to 5) | Tier | Level of attention |
|---|---|---|---|---|---|
Tier 1 (high-touch): your highest-value and highest-potential customers, who get genuine, personal cultivation.
Tier 2 (mid-touch): solid customers kept warm with a regular, semi-personal cadence.
Tier 3 (light-touch): the rest, kept connected through lighter, more scalable touches.
The point is not to neglect anyone; every tier has a cadence. The point is to match effort to stakes. A customer at high risk but high value belongs in Tier 1 regardless of size, because that is where attention prevents a costly loss.
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