La nostra esperienza: 5 occasioni concrete per perdere un cliente

In occasione della nostra partecipazione a CX2020, ci è stato chiesto di raccontare con un approfondimento quello che facciamo.

Noi però siamo partiti dai problemi che risolviamo ai nostri clienti. Tra i tanti problemi che affrontiamo, uno ci sta particolarmente a cuore: perdere clienti.

Abbiamo quindi raccontato i 5 (+1 bonus) casi molto concreti che abbiamo incontrato nella nostra esperienza in cui è facile perdere un potenziale cliente o un cliente storico.

Mediamente un’azienda perde dal 10% al 25% della propria base clienti ogni anno.

Per un’azienda il rinnovamento della propria base clienti è un processo inevitabile. E’ fondamentale, però, minimizzarlo dato che acquisire un nuovo cliente costa mediamente 5-10 volte in più di mantenerne uno già attivo.

Ecco le situazioni:

  1. Qualificazione non corretta del cliente
  2. Trascurare il cliente ed essere disorganizzati
  3. Dare un’idea sbagliata della nostra azienda al cliente
  4. Non dare la giusta priorità ai clienti
  5. Far parlare il cliente con le persone sbagliate
  6. BONUS

Per ognuna di queste abbiamo raccontato le situazioni concrete, alcune possibili soluzioni e le lesson learned che abbiamo portato a casa in questi anni.

Leggi tutti i casi completi su CMI Magazine!

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