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In an increasingly competitive market environment , customer loyalty brings economic efficiency of enterprises has been widely recognized, enterprises pay more attention to maintain the relationship with old customers . However, despite the efforts of enterprises , the loss of customers continues , this is because different companies have their own characteristics and different from other competitors in the larger environment . Resulting in the loss of customers there are many factors , in addition to customer needs are not met , there are major enterprises to provide quality products such as instability, damaged the interests of customers , enterprises lack innovation, enterprise internal service poor competitors intervention , the customer 's own changes and other factors, the interaction of various factors , resulting in the loss occurred , in order to better avoid the losses caused by the loss of the enterprise and reducing churn , should proceed from their own to carry out the measurement and analysis of the loss of customers . The existing methods mainly based on data mining techniques , but this approach requires high skills for the professional , so they can not be widely accepted and applied in the understanding that there are some obstacles. In this paper, on the basis of previous studies , starting from the customer delivered value , build customer delivered value and comparison of alternative model of customer delivered value , and then come to the loss of customers momentum, and on this basis propose coping strategies in order to reduce customer drain. Finally, Trust-Mart as the research object, the feasibility of the proposed model to be verified .
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