This is common practice in gambling and now games, too: Zynga has 'VIP' teams for high-spending free to play game customers, they would talk on the phone at length, get to know them, fly them to Vegas for jaunts, etc.
https://www.gamesindustry.biz/how-does-zynga-hunt-for-whales...
> "We've done so much experimenting at Zynga with VIP. We know what's the frequency of contact. We know what call types work. We know what times to call. We know exactly who to call and when. We know who has a higher propensity to be more susceptible to our call."
> "We've done so much experimenting at Zynga with VIP. We know what's the frequency of contact. We know what call types work. We know what times to call. We know exactly who to call and when. We know who has a higher propensity to be more susceptible to our call."