[China Glass Network] The problem of building materials customer loss has become a common problem faced by many building materials companies. Most of them also know that losing an old customer will bring huge losses, and enterprises need to develop at least ten new customers to make up for it. But when asked why corporate customers are losing, many building materials CEOs are confused and talk about how to prevent them. They are sincere and fearful.
The fact that the customer's needs cannot be effectively and effectively satisfied is often a key factor leading to the loss of corporate customers. The following aspects are summarized:
1. The quality of the company's products is unstable and the interests of customers are damaged.
According to the manufacturer's high rebate policy, the dealer Zhang signed a distribution contract with a ceramic tile brand, and the first batch of goods was quickly tested locally. However, due to the unsatisfactory quality of the second batch of goods, consumers have shifted their sights. However, Zhang had no choice but to withdraw from the operation of the product.
2, the company lacks innovation, the customer "transfers love".
Any product has its own life cycle. In today's highly homogenized building materials industry, with the maturity of the market and the increase in product price transparency, the interest space that products bring to customers is often smaller and smaller. If the company can't innovate in time, the customer will naturally find another way. After all, the interest is the better lever to maintain the relationship between the manufacturers.
3, the company's internal service awareness is weak.
I have to admit that the quality of employees in building materials enterprises is generally low, employees are arrogant, problems raised by customers cannot be solved in time, consultations are ignored, complaints are not handled, and the inefficiency of service personnel is also an important factor that directly leads to customer loss. The neighboring household is the B-brand cabinet. The table was broken a few days ago, and the phone was difficult to connect. As a result, the sales department and the service department of the company pushed each other together, and the time went wrong, but the time was not solved. Later, the neighbor told the friends he knew about this problem. It is conceivable that this good brand was harmed by word of mouth.
4. The market monitoring is weak and the sales channels are not smooth.
When a ceramics company developed the Shanxi market, it invested a high marketing fee for the dealers, but the investment in the marketing expenses of the old market in Sanmenxia, ​​Henan Province was lower, and the marketing manager and local distributor of the Shanxi market ended. Unicom, arbitrarily dumped goods to the Sanmenxia market. The dealers in Sanmenxia Market were unprofitable and had to "reluctantly cut love" and gave up the operation of the company's products.
5, employees quit, took away customers.
Due to the lack of exquisite and standardized customer relationship management in many building materials enterprises, the bridge role between the customer and the enterprise is fully exerted, and the impact of the company itself on the customer is relatively weak. Once the business personnel change jobs, the old customers will follow go with. This brings with it the strength of the competition.
6, the customer encounters new temptations.
The market is fiercely competitive. In order to be able to gain a favorable position in the market quickly, competitors often attract favorable resources to attract those resourceful customers. Under the heavy money, there must be a brave man. It is not a strange phenomenon for the customer to "change the festival".
In addition, individual customers are self-sufficient in their business operations. In order to get the manufacturers' market benefits, they will take advantage of the "active loss". Enterprises can't meet their special needs and have to give up.
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