IDEA: Monitor sales reports and determine which did not order and more importantly, who left?

Run your sales by customer report regularly (monthly or shorter time frame)  so you and your sales representatives know which customers have not ordered and why.  Go down the list and notice customers ordering the same, ordering less or not ordering?  Find out who is just late with orders and who went away and the reasons.  Who is assigned to get them back if they dislike their assigned representative? It is the sales manager if there is no one else.  Get someone in there to understand the problems and whether they can be fixed with this customer or not.  The primary reason that someone on your staff needs to talk with the buyer is to find out reasons for your company’s failure. If you have a problem, it is almost certain it does not stop with one customer.