Your customers
Why do we lose customers we already have?
By Doug Taylor and Jake Mayell, Co-Founders · Last reviewed 16 October 2026
Because the warning signs are split across teams. Marketing sees the clicks stop, sales sees the orders shrink, service takes the complaint and finance sees the late payment, but nobody puts them together. Keeping and growing customers starts with those signs landing in one place, with someone responsible for acting on them.
The customers you already have · 1 min
The problems in this area
Why do we only notice a customer has stopped ordering at the year end?
Because the order history sits in the finance system and the relationship sits with the account manager, so nobody sees the whole customer.
Why does nobody use our CRM?
Because nobody trusts what's in it. The same customer appears three times, the details are wrong, and the real notes sit in personal spreadsheets.
82%
do not hold customer knowledge in a shared system
What the video says
Most businesses put their energy into winning new customers, and leave the ones they already have to look after themselves.
The signs that a customer is drifting are usually all there. Marketing sees the clicks stop. Sales sees the orders shrink. Service takes the complaint. Finance sees the late payment.
Each warning sits with a different team, in a different system, and nobody puts them together.
So a good customer can drift away for months, and the first anyone knows about it is when the orders stop.
Keeping and growing customers starts with every team's warning signs landing in one place, and having someone be responsible for acting on them.
So where does it break down for you?