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Dealing With the High-Maintenance Customer

Presented by: Mark Speiser


November 15, 2018
11:00 AM to 12:00 PM PST






The high maintenance customer (HMC) has led some suppliers to reevaluate the profitability of the trade relationship, especially the resources the credit team devotes to reconcile the account.  Whether the customer has unjustifiably disputed invoices, taken unauthorized discounts, taken unearned deductions, unilaterally changed terms or simply refused to pay.  In response, some credit teams are quick to put the customer on credit hold or even recommend "customer divorce", thereby devoting more attention to customers paying according to terms. However, for many suppliers, even those selling in a competitive niche with narrow profit margins,  there may be a more effective strategy to manage the HMC than "customer divorce." In this webcast, Mark Speiser, Director of Credit for Archer Daniels Midland Company, and Scott Blakeley, Esq,, will discuss:

• Traditional Credit Management Approach (Gatekeeper) versus Modern Approach (Relationship Preserver) with HMC

• Customer Divorce

• Industry Information on HMC's

• Opportunities to Revisit A/R Portfolio and Credit Policies

• Preserving the HMC Through Contract and Credit Enhancements

• Dealing With Past Due Invoices, Yet Maintaining Sales


Presenter Bio:

Mark Speiser is the Director of Credit for Archer Daniels Midland Company and a member of the CMA Board of Directors.

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