Blog - The most useful customer retention metrics

[andyvan-ph]

Strapline

Guide / listicle on customer retention metrics, similar to our guide on B2B product metrics.

Why should we do it?

Decent search volume (590/mo) and not crazy competition, though it will be hard-ish to rank highly. Should play well in the newsletter.

Headlines options

• The most useful customer retention metrics
• The (actually useful) customer retention metrics
• Essential customer retention metrics for B2B products

Outline

Via ChatGPT, not final:

1. Customer churn rate: This is the percentage of customers who stop doing business with a company over a given period of time.
2. Net promoter score (NPS): This is a measure of how likely customers are to recommend a company to others.
3. Customer lifetime value (CLV): This is an estimate of the total value a customer will bring to a company over the course of their relationship.
4. Customer satisfaction (CSAT) score: This is a measure of how satisfied customers are with a company's products or services.
5. Customer effort score (CES): This is a measure of how much effort customers have to put in to resolve their issues or get their questions answered.
6. Customer retention rate: This is the percentage of customers who continue doing business with a company over a given period of time.
7. Average revenue per user (ARPU): This is the average amount of revenue a company generates per user over a given period of time.
8. Customer loyalty: This is a measure of the strength of the relationship between a company and its customers.
9. Customer win-back rate: This is the percentage of customers who return to a company after leaving.
10. Customer retention cost: This is the amount of money a company spends to retain its customers.