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随着我国服务市场的开放、市场竞争的发展,客户选择服务供应商的余地越来越大,企业之间对客户的争夺越来越激烈。据市场调研显示,在自然状态下一家企业的年客户流失率为10%～25%,即如果企业不做任何开发新客户和保持老客户的工作,企业的客户群将在4～10年丧失殆尽。因此,分析客户流失的原因,吸引潜在客户,增加现有客户满意度,减少客户流失率,充分占有市场,已成为企业在激烈市场竞争中制胜的关键。
With the opening up of China’s service market and the development of market competition, there is more and more room for customers to choose service providers, and the competition for customers between enterprises becomes more and more fierce. According to market research, in a natural state a company’s annual customer churn rate of 10% to 25%, that is, if the company does not do any development of new customers and keep the old customers, the company’s customer base will be lost in 4 to 10 years Exhausted Therefore, the analysis of the causes of loss of customers, attract potential customers, increase the existing customer satisfaction, reduce customer churn, and fully occupy the market has become the key to winning in the fierce market competition.