什么是客户流失？[定义]

客户流失是不断增长的企业评估的最重要的指标之一。虽然这不是最幸福的措施，但它的数字可以使您的公司有关其客户保留率的硬道。bob全站app

It's hard to measure success if you don't measure the inevitable failures, too. While you strive for 100% of customers to stick with your company, that's simply unrealistic. That's where customer churn comes in.

什么是客户流失？

Customer churn is the percentage of customers that stopped using your company's product or service during a certain time frame. You can计算流失速率通过将您在此期间丢失的客户数量（例如四分之一）除以您在那个时期开始时的客户数量。

For example, if you start your quarter with 400 customers and end with 380, your churn rate is 5% because you lost 5% of your customers.

显然，您的公司应以尽可能接近0％bob全站app的速度搅拌率。为了做到这一点，贵公司必须始终超出其流失率，并将其视bob全站app为重中之重。

In this example, I calculated the churn rate as the percentage of customers lost that quarter. However, you can calculate churn rate in whatever way is best for your company. Some例子are:

• The number of customers lost
• The value of recurring business lost
• The percentage of recurring value lost

Why Is Customer Churn Rate Important?

您可能想知道为什么有必要计算流失率。自然，您将在这里和那里失去一些客户，而5％的听起来还不错，对吗？

好吧，这很重要，因为获得新客户的成本要比保留现有客户的成本高。实际上，一个increase in customer retentionof just 5% can create at least a 25% increase in profit. This is because returning customers will likely spend67% more在您公司的产品和bob全站app服务上。结果，贵公司可以减少必须获得新客户的bob全站app运营成本。您无需花费时间和金钱来说服现有客户选择您的公司而不是竞争对手，因为他们已经做出了这一决定。bob全站app

Again, it might seem like a 5% churn rate is solid and healthy. You can still make a vast revenue with that churn rate. However, consider the example below when thinking about the impact of your churn rate.

来源：Churn Rate

In this example, simply decreasing your churn rate by 10% could add an extra $100,000 in revenue to your company. Dropping from 3% to 2.7% doesn't seem like a lot, but it actually adds large benefits to your company.

你可以帮助减少你的客户流失和sustain it in several ways. For more tips, check out this post onhow to reduce customer churn.

如何减少客户流失

1. Focus your attention on your best customers.

与其仅仅专注于为正在考虑搅动的客户提供激励措施，不如将您的资源汇集到忠实，有利可图的客户中可能会更有益。bob体育苹果系统下载安装

2.分析搅拌的发生。

使用您的搅动客户来理解客户为什么要离开的方式。分析客户与公司一生中发生流失的方式以及何时发生，并使用该数据采取先发制人的措施。bob全站app

3.向您的客户展示您所关心的。

Instead of waiting to connect with your customers until they reach out to you, try a more proactive approach. Communicate with them all the perks you offer and show them you care about their experience, and they'll be sure to stick around.

For more information, check out this post on the importance oflistening to customers.