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RAB Research Archive

When customers leave, find out why



Customers don’t walk away without reason, so get to the heart of why this one left. Be honest with yourself. Conduct a strengths, weaknesses, opportunities and threats (or SWOT) analysis, assessing why your product or service was no longer perceived as having the best value.

Look hard in the mirror for the underlying answers. And if you can't be objective, put someone who was not on that account on the case. This is not only an important first step to winning back your client; it's critical in ensuring that more customers also do not depart.

Source: Sales trainer Dave Mattson





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