Key Risk Indicator (KRI): Customer Abandonment

1 07 2009

How often do you look at the indicators that a customer is thinking about leaving you?  Do you have a process around this, or do find yourself saying “why did this customer leave us?”

What are the possible indicators for a customer leaving:

  • Time between purchases
  • Decrease in volume
  • Time to Pay bills
  • Increase/decrease in calls to customer servicce
  • Temperature of calls into customer service
  • Longer sales cycles
  • Time between customer visits

Some of these may be difficult to quantify, but are well worth understanding.  I would venture a guess the cost to replace that customer (including lost opportunity value) is less than the effort to put a process into discussing customer abandonment.

If you have stories on how you track customers, or customers you lost and how you should have known, please share them.


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