Track retention, churn, and customer-value trends at the portfolio level over time, so you manage the whole retention system, not just individual customers.
Track your core retention metrics, and watch them over time rather than as one-off numbers.
| Metric | This period | Target | Trend (up / flat / down) |
|---|---|---|---|
| Churn rate | |||
| Retention rate | |||
| Average customer tenure | |||
| Average customer value / lifetime value | |||
| Share of revenue from existing customers |
A falling churn rate and a rising retention rate are the evidence that your onboarding, relationship management, and interventions are working together. If the customer-value economics underneath these metrics need deeper analysis, that is financial health.
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