Re:It costs 5x more to attract a new customer than to retain...
by tlogan on Monday November 25, 2013 @10:49AM
(#6794672)
The most important thing in any business is that you really need to know who is your customer and who is NOT your customer. If you master that, then everything else is "easy".
Here is my take on this:
- if customer is leaving because he or she is demanding some feature to be implemented, then he or she is not your customer anyway.
- if customer is leaving because your service seems too expensive, then he or she is not your customer anyway.
- if customer is leaving because he or she is generally unhappy about the service, it is important to work hard to understand customer use case and whether your solution is really for that customer
- if customer is leaving because your service does not work or it is flaky, then... oh well fix it and try to convince customer via nice support. Or maybe that feature you are selling should not be part of your service...
Here is my take on this:
- if customer is leaving because he or she is demanding some feature to be implemented, then he or she is not your customer anyway.
- if customer is leaving because your service seems too expensive, then he or she is not your customer anyway.
- if customer is leaving because he or she is generally unhappy about the service, it is important to work hard to understand customer use case and whether your solution is really for that customer
- if customer is leaving because your service does not work or it is flaky, then... oh well fix it and try to convince customer via nice support. Or maybe that feature you are selling should not be part of your service...