Measures To Solve Customer Churn

Based on the reasons of customer churn, we will Customer There are 4 types of loss: natural loss, malicious loss, loss of competition and loss of negligence. Next, we discuss each type of customer churn, and how to avoid the occurrence of customer churn.

(1) natural loss

The natural loss of customers is a normal loss. In view of the natural loss of customers, enterprise Total quality marketing should be implemented. Customers are pursuing higher quality products and services. If we can not provide customers with quality products and services, terminal customers will not be satisfied with their upstream suppliers, nor will they establish higher customer loyalty. Therefore, enterprises should implement comprehensive quality marketing, forming a close relationship between product quality, service quality, customer satisfaction and enterprise profitability.

(two) malicious loss

The so-called "malicious loss" is from the customer's point of view. Some customers choose to leave your company in order to satisfy their own selfish interests. This situation is not many, but it also happens frequently. For example, many telecom operators have chosen to leave the telecom operator after they have defaulted on the large communication costs, and then go to other operators to achieve the purpose of not paying the fees. This type of customer churn still has a certain number. How can we avoid it? We can establish a sound user credit management mechanism. On the one hand, when users cooperate with enterprises for the first time, let them register the necessary personal data. On the other hand, we will establish detailed user credit files and conduct user reputation evaluation when doing business.

(three) loss of competition

This type of customer churn is caused by the influence of competitors.

In order to prevent competitors from taking away their customers, beating rivals and attracting more customers, enterprises must provide customers with more "than competitors" in competition. customer In order to improve customer satisfaction and increase the possibility of in-depth cooperation between the two sides, the products delivered value can be improved.

To this end, enterprises can improve their work from two aspects: first, improve the total value of products by improving products, services, personnel and image; two, by improving service and promotion network system, reducing the consumption of customers' time, energy and energy to buy products, thereby reducing the cost of money and non money.

(four) negligence loss

We refer to the customer churn out of the above 3 situations as the loss of negligence. The reason for using this name is for the enterprise, because the loss of these customers is caused by the negligence of the enterprise itself. This type of loss is the highest proportion of total customer churn, and the most important factor for enterprises to consider is the loss. Here are a few suggestions:

1. provide "one to one" value service with "high quality" standard.

2. build relationships with customers.

3. meet customers' "new and old" needs.

4. establish a good corporate image.

In short, the core of enterprise management should change from product centered to customer centered, but not centered on all customers, and should be selected by some customers. Because the resources of enterprises are limited, it should only choose those "customer groups with profit value" as the center.

Since the cost of customer retention is low, the value of old customers is also much higher than that of new customers, so the company's customer strategy should change from acquiring customers to retaining customers. The core of retaining customers is to strengthen customer service and provide customer loyalty.

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