美国贝因咨询公司在对24个行业中的100多家公司进行研究后,在《哈佛商业评论》上指出:客户流失减少5％能够使利润增加25％(信贷保险业务)到85％(银行分行业务)。 客户的流失比出废品糟得多。扔掉一个废部件,损失的只是那个部件的价格,但当一位不满意的客户昂首离开公司时,那么所损失的是好几年的利润——譬如,对一家零售银行来说,在今后10年中将损失5000美元。更糟的是,你可以拿起有缺陷的 After studying the more than 100 companies in 24 industries, Behin Consulting pointed out in the Harvard Business Review that a 5% reduction in customer churn can increase profits by 25% (credit insurance) to 85% (bank Branch business). The loss of customers is much worse than the waste. Throw away a scrap part, only the price of that part, but when a dissatisfied customer head to head left the company, then lost several years of profits - for example, for a retail bank, in the future 10 The year will lose 5000 US dollars. Even worse, you can pick up the flawed ones