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Do you capture details on why customers are leaving your organisation? Are you aware of the most common reasons for customers leaving your organisation?
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Do you have established trigger points alerting you to potential customer dissatisfaction?
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At what point is your customer deflecting business away to your competitors? Do you set benchmarks for customers / customer segments and track and respond to downward and upward movements? Does initial data captured estimate the customers' potential business worth? |
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Your customer does not necessarily need to close their account to have moved their alliances to a competitor’s organisation.
Analysing customer data such as estimated annual spend combined with historic spend data allows you to track your market share. Increased customer spend can be analysed to incorporate successful attributes across your customer base. Analysis of customer business benefit expectations against actuals may provide retention opportunities. |
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Are there specific staff assigned to customer retention? Are your retention staff consistent in their treatment of customers?
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What is the estimated spend for each new customer acquisition and what is the estimated spend on retaining customers?
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How quickly can you provide your marketing department with customer / product dissatisfaction trends emerging? Do you track which competitor products your lost customers are moving to and what features attracted them?
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What are the most successful offers by customer segment for retaining your customers?
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