Episode 18: Who are my ten best customers?

This week, I am going back to a scene I lived through at a loyal, long-standing client.

With Mercure, the Djtal agent that installs agents at our clients, we had just finished setting up his agent. I have to admit it: putting into service an agent connected to the company’s tools takes a lot of configuration work. Well, a lot: two days of technical implementation.

At the end of those two days, I say to my client: “Your agent is ready. What first question would you like to ask her for the test?”

He thinks for a moment, then: “Who are my ten best customers?”

The question surprised me. It is very open and the answer depends on several factors. I reply: “All right, let’s try.”

The agent set to work, very quickly.

She went back over the complete accounts of the last five years to follow each customer’s revenue over time. She looked at which products each one orders. She studied each customer’s market, to estimate the potential of those products. Then she connected to the CRM and reread everything the company knows about each of them. In forty years of existence, the company has built up a lot of data.

Her answer left us stunned, it was so relevant.

Most of the revenue comes from three customers. One of the three shows a higher risk profile: its revenue is falling and its market potential remains uncertain. The other two are loyal and promising. But between them they account for 40% of revenue, which is a risk in itself.

The agent ended with a series of recommendations to reduce that risk. She added an action plan for the other customers, those where revenue can grow markedly.

We followed with a second question: “If you consider the world market, in which countries do you advise us to concentrate our efforts to grow the business?” The same thorough research. She came back with her advice, on the Asian market among others. I will spare you the details.

For a first test, the exam is passed with flying colours. The agent went well beyond what I was hoping for. My client, for his part, is delighted. He can now count on this strategic support to run his company.

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Laurent Cuénoud, founder of Djtal, November 2026