But even if the work you do is challenging, you can still reduce churn by rebuilding relationships with those customers. So why is churn such a problem? It starts with the sales process. Unrealistic promises made during the sales process Your sales team wants to close the deal. Sometimes this can lead to a big commitment to a prospect to get them to sign up.
Then, when the rubber hits the road, your team can't deliver the results your customers expect. They are promised X. If you don't deliver, you don't cut it. Working with these types of clients is very difficult. You always feel like you're a little behind. Even great industry mailing list service and great work are not enough. In these cases, your team is doomed, and you can almost predict the occurrence of customer churn.
Inefficient proxy process This is often a problem with young and small agencies: you don't have the structure in place to provide exceptional customer service. The best customer service occurs when there are processes in place to organize and track the work being done. When these processes are missing or inconsistent, the customer experience suffers. Every time there is a communication break, deadlines missed, or deliverables not good enough, customers feel ignored or undervalued .