Retention isn’t just a metric

It’s where your profits live.
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Even a 1% increase in churn can unravel your business.
↳ (see chart below)
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The bigger the churn rate, the faster your customers disappear.
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Why retention matters:
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1. Existing customers spend more.
2. Loyal customers lower your CAC.
3. A 5% boost in retention lifts profits > 25%
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The cycle is simple:
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– Engagement → renewals
– Renewals → retention
– Retention → loyalty
– Loyalty → recurring revenue
– Recurring revenue → growth
– Growth → profits.
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Yes, acquisition matters.
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But, businesses win on retention.
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Remember, it costs 5x more to acquire a new customer than to keep one.
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Get retention right.