KPIs for customer retention programs
1. What is the raw customer retention rate?
2. What is the raw customer retention rate in each
customer segment?
3. What is the sales-adjusted retention rate?
4 What is the profitadjusted retention rate? 4. What is the profit-adjusted retention rate?
5. What are the sales and profit adjusted retention rates
in each customer segment?
6. What is the cost of customer retention?
7. What is the share of wallet of the retained customers?
8. What is the customer churn rate per channel?
9. What is the cost-effectiveness of customer retention
tactics?