Customer retention rate: are you measuring it correctly?
Customer retention rate looks like simple arithmetic, yet two teams get two answers from one database. Five decisions hide in the definition; here is the fix.
Tag
churn
3 posts. All topics.
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Reduce customer attrition with the seven rules of no-excuses CX
How to reduce customer attrition with the seven no-excuses rules: the excuses they answer, the two rules that cut churn fastest, and a one-week inventory.
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You're fired: silent churn and the customers who never say so
Silent churn is the customer who leaves without saying so. Four signals that precede it, a monthly who-went-quiet review, and outreach that is not surveillance.
