Retention

Retention writing on cohort behaviour, churn diagnostics, dunning, reactivation and the compounding value of the second and third order.

Featured guide

Customer Retention

Retention is where acquisition either compounds or evaporates. The commercial operating system behind repeat revenue in ecommerce, subscription and SaaS.

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In this category

explainer

Cohort Retention Analysis, for Operators

Whole-book averages hide when things get better or worse. Cohort analysis is the operator's default view for retention.

playbook

A Churn Reduction Framework

Churn work rarely fails for lack of ideas. It fails for lack of ordering. Here is a defensible sequence.

playbook

Ecommerce Repeat Purchase Strategy

First order economics decide whether you can acquire. Second order economics decide whether you can grow.

implementation

Subscription Dunning and Failed Payments

Involuntary churn is not a mystery. It is a workflow — the one most subscription businesses under-invest in.