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
customer-analysis
4 posts. All topics.
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Is customer lifetime value a waste of time? Only when misused
Customer lifetime value is a forecast, not a measurement. When it wastes a CX team's time, when it earns its keep, and how to build a number you can defend.
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Qualitative and quantitative feedback: a soft focus on hard data
Qualitative and quantitative customer feedback answer different questions: scores say where, comments say why. How to pair them and read 500 verbatims fast.
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Can't the IT department do my customer analysis? Who should own it
Customer analysis is a question-asking job, not a query. Why it belongs with whoever owns the decision, what IT should own instead, and how to split the work.
