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
metrics
5 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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Content marketing measurement: what changed since 2012
Content marketing measurement has too many metrics and almost none describe the customer. What to ask readers instead, and a scorecard two teams can sign.
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Content marketing metrics: measuring impact beyond the sale
Content marketing metrics stop at the sale. A fifth bucket, experience and retention, covers help, onboarding and renewal content and how to measure it.
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Using lifetime value in a short-term environment: leading indicators
Customer lifetime value leading indicators show up inside a quarter. How to find them, validate them against old cohorts, and turn them into value at risk.
