Customer retention rate is the percentage of customers a company retains over a given period of time, serving as a key metric for measuring how well a business maintains customer relationships and identifies areas for improvement in customer satisfaction and loyalty. Retaining customers is more cost-effective and impactful for businesses than acquiring new ones, as loyal customers are more likely to make repeat purchases, contribute to higher profits, and help acquire new customers through referrals.
It is calculated using the formula:
(𝐸−𝑁)/𝑆 x 100
E is the number of customers at the end of the period, N is the number of new customers acquired, and S is the number of customers at the start of the period.
Improving customer retention involves several strategies and best practices:
Striking the right balance between customer retention and acquisition is essential for sustainable business growth. While acquiring new customers is crucial for expanding the customer base and increasing market share, focusing on retention can lead to cost savings, increased customer loyalty, and a better bottom line. In fact, retaining customers is often seven times less expensive than acquiring new ones.
Customer retention significantly impacts revenue growth:
The 80/20 Rule, also known as the Pareto Principle, asserts that 80% of outcomes result from 20% of all causes for any given event.
A/B testing is a method for comparing two versions of a webpage or app to determine which one performs better based on statistical analysis.
ABM Orchestration involves coordinating sales and marketing activities to target specific high-value accounts effectively.
An AI Sales Script Generator is a tool that utilizes artificial intelligence, specifically natural language processing (NLP) and generation (NLG), to create personalized and persuasive sales scripts for various communication channels, such as video messages, emails, and social media posts.
AI-powered marketing uses artificial intelligence technologies to automate and enhance marketing strategies.
In a sales, an account refers to a customer or organization that purchases goods or services from a company.
Account Click Through Rate (CTR) is a metric that measures the ratio of how often people who see an ad or free product listing end up clicking on it.
An Account Development Representative (ADR) is a specialist who works closely with a company's most important clients to build long-lasting, strategic partnerships.
An Account Executive is an employee responsible for maintaining ongoing business relationships with clients, primarily found in industries like advertising, public relations, and financial services.
Account management is the daily management of client accounts to ensure they continue to do business with a company, focusing on showing clients the value they can enjoy if they continue to use the company's products or services.
Account mapping is a strategic process that involves researching and visually organizing key stakeholders, decision-makers, and influencers within a target customer's organization.
An Account Match Rate is a measure of a vendor's ability to match IPs and other digital signals to accounts, which is essential for account-based sales and marketing.
Account View Through Rate (AVTR) is a metric that measures the percentage of individuals who watch a video advertisement to the end, providing insights into the ad's effectiveness.
Account-Based Advertising (ABA) is a specialized component of Account-Based Marketing (ABM), focusing on targeting and engaging specific high-value accounts with personalized campaigns.
Account-Based Analytics is a method and toolset used to measure the quality and success of Account-Based Marketing (ABM) initiatives.
Account-Based Everything (ABE) is the coordination of personalized marketing, sales development, sales, and customer success efforts to drive engagement with, and conversion of, a targeted set of high-value accounts.
Account-Based Marketing (ABM) is a business marketing strategy that concentrates resources on a set of target accounts within a market, employing personalized campaigns designed to engage each account based on their specific attributes and needs.
Account-Based Marketing (ABM) benchmarks are essential tools for B2B marketers aiming to achieve exceptional ROI.
Account-Based Marketing (ABM) software supports the implementation of ABM strategies, facilitating collaboration between marketing and sales teams and providing analytics to measure performance.
Account-Based Sales (ABS) is a strategic approach in business-to-business (B2B) sales and marketing that focuses on building personalized relationships with specific high-value accounts.