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Customer Retention

The ability of a business to keep its customers over a period of time, minimizing customer churn and maximizing the long-term value of each customer. Customer retention involves strategies and actions aimed at fostering customer loyalty, satisfaction, and ongoing engagement with the brand or product. To effectively measure customer retention, businesses can use several key metrics and methods: Retention Rate, Churn Rate, Customer Lifetime Value (CLV), Net Promoter Score (NPS) among others.

Related Terms

Customer Churn (Churn Rate)

Churn rate measures the percentage of customers who leave a business over time. It's key for retention and growth, calculated as lost customers divided by starting customers, then multiplied by 100.

Customer Lifetime Value (CLV)

Customer Lifetime Value (CLV) estimates total revenue from a customer over their relationship. It guides acquisition and retention strategies, calculated as purchase value × frequency × customer lifespan.

Net Promoter Score (NPS)

Net Promoter Score (NPS) measures customer loyalty by asking how likely they are to recommend a company. It categorizes responses as Promoters, Passives, or Detractors, helping assess satisfaction and areas for improvement.

Retention Rate

Retention rate measures the percentage of customers who stay with a company over time. It's calculated as retained customers divided by starting customers, then multiplied by 100.
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Weekly release update: Apr Week 2
Updates from last week! 👀 Here’s what’s new in Salesforge 📬 & Agent Frank 🤖 1. New Feature Drop: Opt-Out Rate Metric is LIVE! Another slick upgrade just landed—we’ve added a new metric card for Opt-Out Rate in both Sequences and the Agent Frank detailed view in Salesforge! Now you can: See exactly how many prospects are opting out of their outreach Spot sequences that might be too aggressive or missing the mark Tweak messaging and targeting for better engagement (and fewer unsubscribes) This is a big win for deliverability, compliance, and keeping outreach sharp. 2. New Feature Drop: Product Email Notifications Are LIVE! 🚀 We just launched a brand-new layer of real-time visibility — Product Email Notifications are now LIVE in Salesforge! Here’s what you will now get alerted about, straight to their inbox: Mailbox(es) disconnected – so they can reconnect before it hurts deliverability New reply received – excluding OOO and bounces, only the real ones Running out of credits – whether it’s sending, validation, or anything else You can opt-in or opt-out of these notifications anytime from their settings. No more guessing. No more blind spots. Just clean, actionable updates to stay on top of their game. New free tools on salesforge.ai 🔨 The Forge Sales GPT: Use our ChatGPT bot to create cold email sequences based on your ICP and value proposition. We're still working on more features & workflow improvements across all forges in April! 🌱