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.
PureStone Partners LLC 
Leave a Reply