What is silent attrition? - Definition from WhatIs.com

Definition

silent attrition

Silent attrition is a situation in which a customer stops patronizing a business without any explanation.

According to Andrea J. Ayers, president of customer management at Convergys:

Silent attrition varies by industry, but in general, companies are losing about 12% of their customers this way, with the defectors poisoning the well among potential new customers. Silent attrition, particularly in this economy, can spell the difference between a company's success and its failure.

Related glossary terms: sales cycle, CRM (customer relationship management), Hospitality Financial and Technology Professionals (HFTP), one-to-one-marketing (1:1 marketing), Hospitality Information Technology Association (HITA), chief customer officer (CCO), loyalty card program, coalition loyalty program, transactional marketing, Personalization

This was last updated in April 2010

Editorial Director: Margaret Rouse

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