Customer Defection Notes: Definitions & Explanations PDF | Download eBooks
Study Customer Defection lecture notes PDF with total quality management definitions and explanation to study What is Customer Defection?. Study customer defection explanation with TQM terms to review total quality management course for online MBA programs.
Customer Defection Definition:
Number of customers who do not repeat with a particular firm is termed as customer defection.
Managing Quality: Integrating the Supply Chain by S. Thomas Foster
Customer Defection Notes:
Customer defection happens when the customers stop buying the products or services of an organization and sometimes also move towards the competitors for the same product or service. Other terms used for customer defection are churn, customer turnover or customer attrition. It is important for a business to maintain the number of customers which can be done by monitoring the number of customers added to or leaving the business. The number of customers lost by a business over a specific time period is called defection rate. It is important to reduce the defection rate in order to achieve customer retention.
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