A simple system for deciding which tier each customer belongs to

Designing tiers is the easy half. The hard half is the list of four hundred accounts and the question: who gets what?

Pick one primary criterion

Annualised spend is the least arguable. Set thresholds — say, under £5k Trade, £5k–£25k Wholesale, above that Enterprise — and let the number place each account. Resist scoring systems with five weighted factors; you will not maintain them.

Allow named exceptions, sparingly

Strategic accounts, growth bets, the customer who sends referrals — promote them a tier deliberately and write down why. If more than one account in ten is an exception, your thresholds are wrong; fix the thresholds instead.

Review on a calendar, not on complaints

Twice a year, re-run the spend numbers and move accounts whose behaviour changed. Demotions get a conversation first. In between reviews, the mapping is frozen — which is precisely what makes it defensible when a customer asks.

In B2B Price Tiers, assignment is one field per customer — settable there or from inside Trade Order POS mid-order — and the right prices follow the customer everywhere.

Questions, or want a tool we don't have yet? Email hello@grafto.co.uk — a real person replies.