If I can't maintain my customer base, which area should I start investigating in order to find what is responsible for my customer loss?

thanks

agree with mr.omr saad

Thanks 

- your procedures as a sales manager, CSR manager 

- your CSR employees who have direct touch with customers

- your product or service, or marketing manager on behalf of your product- service to know what the fault made and let customers go to an other products

Regards  

Start from within the company. First the product or service that you cater, it can be out of date or needs some innovation. Second, check also your crew maybe they do not share the same goals as you do or they are not that in to giving the best service they can while on-duty.

Because those two are the main reasons why you have customers in the first place. And it is always better to check ourselves before checking others or outside factors that can affect our business.

A customer who contacts customer support about their first order is just as important as a customer who contacts customer service about their tenth order. Treat each customer with respect and take appropriate action. A happy customer is likely to tell at least three friends about a positive experience and great customer service leads to increased sales. Best of all, you can keep track of previous customer communication through tools such as CRM software.

Start with your current customers ! - you dont want to loose them as well - stem the leak - ask them what you can do to improve your service to them. 

 

If you are shedding customers - if Staff knew why, or the business manager - or the owner knew - it would be an easy remedy - but if the loss is ongoing - the swiftest and most effect solution is via you customers - that is source is your of the issue.

Start with your employees coz employees are the one who deal with customers. I don't mean to say they are responsible but maybe there way of dealing customers is not a good way and they need some training

A declining customer base is a serious issue. Break it down this way - 100% of your customers are people and people remember how you / your company made them feel. Its human psychology that people will always remember how your actions made them feel, regardless of the outcome. 

So start with your product / service analysis. How is your product / service designed to make people feed good about using that service or product.? Who are your customers? What are their needs? What are the pain points? What is competition doing? Look at broad issues rather than 'cello-taping' incidents. As you can understand, there isnt a silver bullet which will stem the flow of customers. Every business needs to employ a unique strategy to ring-fence its customerbase

As you enter as part of business you should know about the market of the company and the business sales. Competitors is always come along the way. Commiting a job is not like just to have money, like a boss they want to run their company in long term. I'ts like don't go higher if you cannot maintain it.

Check your product quality and production processes. Poor product quality is a high factor in customer loss

Product quality and customer services department.

Thank you. I agree with Mr. Omar Saad Ibrahem Alhamadani.