Customer Retention: A case study for E-commerce business

Monthly Retention Rate

Months Rate (%)

The monthly retention rate shows a positive trend over the past six months, with a slight dip in the third month. Overall, the rate has improved from 85% to 89%, indicating effective customer retention strategies. This trend suggests increased customer loyalty and satisfaction with our products and services.

Customer Lifetime Value

Customer Segments CLV ($)

Customer Lifetime Value (CLV) varies significantly across different segments. Segment C shows the highest CLV at $1,000, while Segment D has the lowest at $600. This data helps identify high-value customer segments and tailor marketing strategies to maximize long-term revenue from each group.

Churn Rate by Customer Segment

Churn rates differ across customer segments, with Segment B showing the highest churn at 8%. Segment A and C have moderate churn rates of 5% and 3% respectively, while Segment D shows the lowest at 2%. This information guides retention efforts, focusing on improving the experience for high-churn segments.

Repeat Purchase Rate

180 Days 90 Days 60 Days 30 Days

Repeat purchase rates increase over time, from 20% at 30 days to 60% at 180 days. This trend indicates strong customer loyalty and satisfaction. The significant jump between 30 and 60 days suggests that early positive experiences are crucial for encouraging repeat purchases.

Customer Satisfaction Score

Product Service UX Speed Price

Customer satisfaction scores are generally positive across all areas, with product quality scoring highest at 4.5/5. Website UX and pricing show room for improvement with scores of 3.8 and 3.9 respectively. This data helps prioritize areas for enhancement to boost overall customer satisfaction and loyalty.


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