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
retention
8 posts. All topics.
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Are your products right for relationship marketing? A three-part test
Relationship marketing pays off for some products and annoys the customers of others. A three-part test (frequency, involvement, switching cost) sorts yours.
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Customer lifetime value strategy: grow your business, no excuses
A customer lifetime value strategy turns the seven no-excuses rules into arithmetic: estimate value by segment, build a value-at-risk table, act on it.
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Customer retention during an acquisition: will you be fired?
Customer retention during a merger or acquisition fails because everything a customer relied on changes at once. A 30-day plan for the company and the CX lead.
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Drive profit with customer experience: no-excuses rules 3 to 5
Customer experience and profit meet in three places: the right message, the moment of return, and the frontline. Rules 3, 4 and 5 of no-excuses CX explained.
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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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Should you fire your customers? A four-question decision path
Firing customers covers two cases with different answers, the unprofitable and the abusive, plus a loud one you must never fire. A four-question path decides.
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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.
