A lot of energy and time is invested in acquiring new customers. But as soon as Seller the material moisture meter shows you the customers have, many fall into routine. Others fall into the regular customer trap: they think he Customer will report itself. But customer churn can be avoided.
- 1. Wrong strategy
- 2. Loyal customers
- 3. Not pure sales, but rausverkaufen
- 4. Detect churning signals
- 5. Get relationship alive
- 6. To respect the emigration
- 7. Leave the doors open
- 8. Humility instead of defiance
- 9. Cooperation must be desirable
- 10. Reflection do not forget
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1. Wrong strategy
the Channel Companys promote with their Strategy Customer churn downright. They focus very strongly on acquiring new customers, even reward them - and are surprised (or not) that sales don't have enough time to retain regular customers. are neglected customers fast open to poaching attempts by another provider. Once the customer has gone, the screaming is usually great.
2. Loyal customers
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A provider's best customers are the desired customers of its competitors. It can therefore be assumed that these will be intensively tackled by competitors. Good customers need a lot awareness be given. If a major customer leaves overnight, this can throw an entire company into trouble.
3. Not pure sales, but rausverkaufen
Products can be exchanged quickly. At some point there will always be an unimaginative competitor who can't do it better, but cheaper. For customer retention Sales people care by helping their customers to become even more successful. So you can't just think about how you can give the customer something merchandise, but must also ideas how they help him to use the products sold profitably or to continue to do so merchandise.
4. Detect churning signals
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Only rarely does a customer unexpectedly go to a competitor overnight. Often there is advance klare Signals that are not taken seriously by the seller: the order cycle is getting longer, the bills are paid more slowly, the personal contact person no longer has the time he used to have. All indications that the customer is emotionally distant.
5. Get relationship alive
The stupid question “Are you still with us satisfied?” will only rarely Honestly answered. Because in order to avoid possible unpleasant discussions, the dissatisfied customer will usually say yes. Therefore, the seller must go on the offensive and stimulate the business relationship with ideas and impulses and also address critical points.
6. To respect the emigration
"Why didn't you say something earlier?", "I'm disappointed - why are you doing this to me?" or similar verbal attacks by sellers are not uncommon when the customer communicates the bad news “From today there are no more orders for you”. But if the seller puts down such a departure, why should a customer like to come back to him, shouldn't his successor meet expectations?
7. Leave the doors open
It is better to express your regrets, but to discuss a joint approach on how to deal with each other in the future, so that ideally you can still visit the customer from time to time - and the Contact keep upright.
8. Humility instead of defiance
Many sellers avoid contact with lost customers. Some people defiantly think: "If he doesn't want me, I won't go there anymore." This may be a protective reaction to avoid asking yourself the painful question "Why couldn't I have avoided this migration?" to have to deal with.
9. Cooperation must be desirable
Many customers say to themselves: The seller wants mine Money, then he should try to get me too. If the subsequent supplier does not meet expectations, the laughing third party quickly comes into play. Why? Because for some customers, due to the emotional disruption, working with the predecessor again is not desirable.
10. Reflection do not forget
- What are the reasons why customers migrate?
- How can trends of brainstorming be identified and addressed in a timely manner?
- What would be possible means to retain customers?
- How should best deal with former customers?
- What are possible approaches to leave the door to the former customer at least a crack open?
- What offers can former customers be “seduced” into buying again?
Those who seriously deal with these questions will have an easier time retaining and winning back customers.
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