The document discusses the complexities of customer relationships, likening customers to 'razor-toothed grubworms' that can be both rewarding and challenging. It presents various rules and metrics related to customer behavior and interaction strategies. Overall, the guide emphasizes the need for careful management of customer relationships.

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Customer Field Guide
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Customers are like razor-toothed grubworms. They
can be succulent, but sometimes they can bite back.
(Ferengi Rules of Acquisition, DS-9)
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