Organisations face some of their biggest risks when clients or customers behave in unexpected ways.

The loss of a major customer, a change in buying pattern or a cancelled order can all represent significant shocks if not anticipated.

Organisations may be at risk for a variety of reasons - problems with their own level of service, the financial difficulties of clients, or new market entrants with more attractive offers.

Critical questions you need to consider

• Do you have concentrations of customers in particular industries or countries?

• Are you heavily reliant on one or two major customers for the bulk of your business?

• Have you analysed the risks that may affect your customers?

• Are you knowledgeable about the effectiveness of your customers' risk management systems?

• Are you aware of the competitors that may take your customers away from you?