Customer defections

A survey of over 500 sales and marketing executives during the month of April 2007 provided feedback about customer defections to Jill Griffin and Customer Sat ( market research company). They found the following:
1. 71% of the executives have no process for indentigying customers sho have defected.
2. 46% of the executives do not know how many customers they lose each year.
3. 68% of the executives have no process for idnetifying customers at high risk of defection.
4. 62% of the executives have no process for determining which competitor got the lost customer.
5. 60% of the executives do no conduct interviews with lost customers.
6. 77% of the executives do not know how many lost customers they successfully win back each year.