Analyzing customer retention can be a tricky business.
- What matters most? Retained customers or retained dollars?
- How much do losses matter if they are offset by acquisition?
- Who is being churned — your best customers or those who might make room for more valuable customers?
While understanding customer attrition is often complex, no matter what your business model, almost every organization can benefit from tracking and attempting to understand customer retention and churn.
First let’s begin with the definition of the customer retention rate. Read more