Analysis Of Customer Loss Situations On Basis Of Delivered Value Comparison

As the competition goes more and more drastic, there is a general agreement on the benefit, the enterprise can make out of the loyalty of customers, so enterprises pay more attention on the connection with long-term customers. In despite of the effort that the enterprise have made, customers are still losing, it's because different characteristics and environments between enterprise and competitors. Besides of the requirements of customers not being met, there are so many other reasons lead to customer loss, such as the unstable quality that enterprise provide, customers'interest loss, lack of creativity in products and services, poor products services inside of enterprises, competitors getting involved in, customers'changing. In order to avoid the damage caused by customer loss and reduce the losing rate, measurement and analysis of customer loss should be done. Methods of doing this nowadays are mainly based on data mining, they are too professional to be wildly accepted, applied or even understood.Based on the researches that have been done before, in order to educe the situations of customer loss, models of customer value and substituted customer value are compared, and the strategies to reduce customer loss are brought forward. Research on Hao You Duo proved the feasibility of the models.