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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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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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Company relying on long-term customer relationships must focus as much energy on retaining customers as they do on acquiring them. Businesses that do not will find that rivals with better retention strategies are rapidly overtaking them. |
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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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