Retain customers · Business objectives · Business Topologies

Common measures

Retention rate
Churn rate
Renewal rate
Repeat purchase rate

Questions to ask

Why do customers leave?
What creates loyalty?
What keeps customers engaged?

Typical initiatives

Customer-success programs
Improved onboarding
Loyalty programs
Better support
Product reliability

Frameworks that serve this objective

Primarily

Customer Journey Map The end-to-end path a customer travels, stage by stage, with the friction made visible.

Also contributes

Value Proposition Canvas A check on whether the offer actually fits the customer’s jobs, pains, and gains.
Persona Profiles Composite portraits of the distinct customer types the business actually serves.