A company’s Customer Retention Rate is basically the number of customers doing business with a company at the end of a given period, expressed as percentage of those who were active customers at the beginning of that period. Your customer retention rate is essentially the opposite of your customer churn or customer defection rate.
Comparing customer retention by salesperson may suggest the need for salesperson training or improvement in customer service levels. GrandMetrics’ customer retention metrics measure average customer lifecycles, which are typically used to compute customer lifetime value.
Use these new retention monitoring tools to better manage your customer retention.
Keys to managing customer retention are (1) making sure you target and acquire the right customers in the first place (2) actively manage the customers acquired to ensure profitability and complete customer satisfaction (3) raising your customer’s experience well above the industry average and (4) having programs that foster your customers growth and development.