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Tribhuvan University

BSc CSITBachelor of Science in Computer Science and Information TechnologyBCABachelor of Computer ApplicationBITBachelor of Information TechnologyBIMBachelor of Information ManagementBBABachelor of Business AdministrationBBSBachelor of Business StudiesBBMBachelor of Business ManagementBITMBachelor of Information Technology Management

Pokhara University

BE Computer (PU)Bachelor of Engineering in Computer EngineeringBBA (PU)Bachelor of Business Administration (Pokhara University)

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Elective Customer Relationship Management

Customer Relationship ManagementTU Board 2081

Point out the reasons for lost customers.

2

Answer

· Based on the official syllabus and past papers
Updated
01234Product/Service-Related3Customer Service Issues4Pricing and Value3Competitor Attraction2Number of Cases (out of 10)
Frequency of reasons for lost customers (hypothetical data for illustration)

Customers are lost due to a combination of product/service failures, poor customer service, and external factors. Key reasons include:

  • Product/Service Issues: Poor quality, lack of innovation, or unmet promises erode trust.
  • Customer Service Failures: Rude staff, slow responses, or poor follow-up frustrate customers.
  • Pricing and Value: High costs, hidden fees, or perceived lack of value drive customers to competitors.
  • Competitor Attraction: Better offerings, promotions, or superior experiences lure customers away.
  • Changing Needs: Shifts in priorities or emerging alternatives reduce loyalty.
  • Organizational Failures: Inconsistent policies, lack of transparency, or a damaged reputation push customers to leave. Addressing these systematically strengthens retention strategies.

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