Which Levers can Improve Customer Retention Rates?

In the previous skilleton, we learnt how retention rate is calculated and nuances of different business models when it comes to retention.

Next, we will learn how to approach the problem of improving retention rates in a structured manner in this skilleton, before diving deeper into specific strategies in the next one.


retention lever framework

Specifically, we will go through:


  • ☞ Retention Levers: Learn about the different types of retention levers, including demand-side, supply-side, product-side, on-platform, and off-platform levers.

  • ☞ Lever Application Across Business Models: Explore how these levers function in different online business models like D2C brands, e-commerce marketplaces, consumer apps, and SaaS platforms.


Let’s get started.

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