The Customer Churn Analysis And Countermeasure Research Of DW Company

Auto parts are an important part of the automobile industry and an important foundation for the development of the automobile industry.In recent years,driven by the automobile industry,China's auto parts manufacturing industry has developed rapidly,and has achieved remarkable results in terms of industrial scale,technical level,and industrial chain coordination.The sales revenue of auto parts industry continues to grow,and exports also remain stable.However,as economic growth slowed,profits of industrial enterprises declined,foreign brands seized the Chinese market,industry competition and homogenization competition became increasingly fierce,the customer churn rate of small and medium-sized enterprises began to increase,and the problem became increasingly serious.Faced with opportunities and challenges,small and medium-sized enterprises can only adjust their customer management and service ideas and adopt new business strategies to improve customer retention rates,so that enterprises can stand in the fierce market competition to keep a firm foothold and continue to attract and retain customers.From a certain point of view,the level of customer churn can reflect the decision-making ability,business management ability of company managers,as well as the marketing business ability and customer service level.Reduced customer churn will directly reduce the company's marketing costs,increase the company's sales gross profit,and then increase its market competitiveness.This article takes DW as the research object.In view of the increasing customer churn rate faced by the company,the main factors affecting the company's customer churn through survey analysis are that the complaint processing efficiency is not high and the product model is incomplete,and then the Boston Matrix,ASME and flowchart analysis methods are used to analyze these Factors for detailed and detailed research and analysis.Based on the analysis results,the ESIA method,flow chart method and CRM system are used to optimize the process to improve service efficiency.At the same time,the company's problem products,star products,Taurus products and thin dog products are improved by optimizing the product structure to expand the model of the superior product.By adopting a systematic and effective customer churn response and improvement strategy,it can better improve customer satisfaction and loyalty to the company,enhance the company's stickiness with customers,reduce the customer churn rate,and also enable the company to obtain greater operating value and stronger market competitiveness.At the same time,it can also provide a reference for other similar small and medium-sized enterprises facing customer churn.