What Causes Customer Churn?

Customers who had worked well together ran into competition overnight. Opponent 。

The customers who had worked well together were lost and ran to their rivals overnight. As the marketing of manufacturing enterprises, there are fewer names in the list of customers. I am really sad. What causes the loss of customers? Is there any better way to keep them?

Four problems lead to customer churn

1, staff turnover leads to customer churn.

This is one of the important reasons for the loss of business customers, especially the senior marketing managers of the company. It is the biggest and most unstable mobile unit in the company. There are turnover changes every year. If the control is improper, the loss of customers will often be accompanied by the loss of their customers. And manufacturing companies, every year, some outstanding salesmen are being dug away by competitors or start their own businesses. Just like Erie's Niu Gensheng and SKYWORTH's Lu Qianghua, these leaders often have the personality tension beyond the ordinary people. Their departure often leads a group of marketing elites, triggering a collective coup, and the turnover of these marketing elites often "flee" a group of customers.

2, competitors take away customers.

The customers of any industry are limited after all, and the excellent customers are rare. natural Become the object of competition among major enterprises. Any brand or product has its own weakness. Competitors are to use your weakness and take advantage of your opportunities to get in touch with your big customers.

3, market volatility leads to customer churn.

The fluctuation period of an enterprise is often a high frequency section of customer churn. Any enterprise will be under development during its development, for instance, there will be contradictions at the top level. enterprise Temporarily tense funds, unexpected disasters and so on, will make the market fluctuate. At this time, customers with sharp smell may turn around. For example, recently, Kelon's customers, along with Gu Chu's "accident", have drawn a clear line with them. So don't forget, in business war, most customers take profits first, like walls.

4, let the customer lose confidence by saying nothing.

Customers are most worried about cooperation with enterprises without integrity, while some sales managers like to promise customers freely, and the results can not be cashed in time, or rebates and rewards can not be cashed to customers in time. Once the enterprise has a bit of integrity problems, customers often choose to leave immediately. In order to win customers, they promise arbitrarily. As a result, for many reasons, some have not officially announced the incentive dealer policy to abort finally. Naturally, the original commitment to dealers is gone, so that several hardworking dealers turn to competitors.

How to retain quality customers

Provide high quality service for our customers. The quality is related to the profits, costs and sales of enterprises. Every enterprise is actively seeking to use what kind of high quality service to retain high-quality customers. Generally speaking, the main energy of manufacturing enterprises is placed on marketing management and technology research and development. However, with the homogenization of product technology, service has increasingly become a key factor affecting market share. Therefore, the most basic thing to provide service to customers is to take into account the feelings and expectations of customers, and transform their evaluation of services and products to the quality of service. Identify the basic points and design a yardstick with the customer service department to make an effective assessment of service quality.

Strictly control the quality of products. Product quality is the key weapon for enterprises to provide favorable protection for customers. Without good quality support, the rapid development of enterprises is a very distant problem. KFC's service is first-rate, but there is still Sudan red incident, and let competitors have the opportunity to take part in the loss of customers.

Strengthen instant communication with customers. The most important thing in management is to communicate with customers and provide knowledge and information, so that the service or marketing personnel can control and coordinate customer relationship and convey the requirements and opinions of customers.

More customers to put forward some shortcomings in management, and your views on the market of customers, so that customers can accept your thinking. This requires employees to have a high degree of professionalism, and sensitivity to the market, as well as rich management skills. Of course, we must pay attention not to neglect that interpersonal roles, information roles and decision-making roles can not interfere with more customers' activities. Apart from the normal business of customers, we should not mix other content, otherwise it will affect the relationship between customers and customers.

Ensure efficient and efficient execution. In order to retain customer groups, good strategies and execution are indispensable. Although many enterprises can provide customers with good strategies, they fail because of their lack of executive power. In most cases, the difference between an enterprise and its competitors lies in the execution capability of both sides. If the opponent does better than you, he will lead all aspects. A successful company relies on strategy 20% and 60% on the executive level of managers at all levels. As a manager, the idea of reshaping executive power helps to develop a more sound strategy. In fact, in order to formulate valuable strategies, managers must also confirm whether enterprises have sufficient conditions to implement them. In execution, everything will become clear. In the face of fierce market competition, the role of managers needs to be changed from only focusing on strategy formulation to strategy and execution. Behavior oriented enterprises will be better than their peers in implementing strategies, and customers are more willing to grow with them.