Customer-centric marketing KPIs to increase customer retention

Understand customers using a powerful combination of powerful KPIs delivering a single business score to gain the idea of and dominate the business in positive direction.

Enhance Customer Retention

Enhance Customer Retention

Retain and encourage your customers to purchase frequently by analyzing their behavior and campaigning likewise.

Boost CLTV

Boost CLTV

Uplift Customer Lifetime Value of all customers to give a boost to your sales, revenue and profits.

Executive-Level KPIs

Executive-Level KPIs

5-powerful Executive-level KPIs to tell the churn, growth and repeat purchase ratios to suggest future actions.

Customer Analytics

Powerful Customer-centric Executive Level KPIs

Various Customer-centric Growth, Churn & Purchase Ratios with CLTV and other KPIs to empower business with profound customer insights.

Repeat Purchase Rate

Repeat Purchase Rate shows percentage of the customers who came back for another (repeat) purchase. It can also be understood as Repeat Customer Rate or Customer Retention Rate. The higher the number of Repeat Purchase Rate, the better it is for the business.

Customer Churn Rate

Customer Churn Rate, aka Attrition Rate, is a ratio that denotes the number of customers moving out of a collective group (segment) over a specific period. It indicates customers who have stopped making purchases. The least the number of Customer Churn Rate, the better it is for business growth.

Customer Growth Rate

Customer Growth Rate is the rate at which a customer base grows during a period of time. It reflects how many new customers a business gained for a time period. Customer Growth Rate defines the direction of a business and also reflects at what pace it is catching growth.

Early Repeat Rate

Early Repeat Rate informs about the percentage of customers who made a second purchase within a defined time period (60 Days). It allows tracking the purchases of a customer segment or all customers to find whether they make a purchase earlier than the average repeat time or not.

Email Purchase Rate

Email Purchase Rate, aka Email Conversion Rate, is a percentage that denotes how many emails raised purchases. It shows the average between the total emails delivered and total sales achieved from them. The higher the Email Purchase Rate, the better response are received by emails.

CLTV+ Rest of the KPIs

Customer Lifetime Value (CLTV), Orders per Customer & rest of the crucial KPIs help drive overall customer insights for better customer knowledge and give the ability to retain customers by making them engage and buy more from the store. These KPIs inform about the customers and also predict their future behavior.

Recognize useful customer segments to campaign

High spenders & Whales are the most important customers for the store and luring them to store is Enalito’s duty. Whereas identification of At-Risk, Necessary and Most Important customer segments on the basis of various behavioral aspects lays down the foundation for a successful Automated Campaigning strategy. For every Dynamic Behavioral Segment identified, Enalito provides inbuilt campaigns that assure success and profits.

Identify accurate future predictability of customers

How the store is performing currently Vs what is its future potential? Which customers are driving higher sales and what should be done to ensure future growth of the store? Automated campaigning done rightly to identified customer segments is the starting point of Enalito’s Customer Analytics capabilities, implemented with the right strategy based on customers’ recency and frequency of buys.

Saves the Whales!

The customers who spent a lot (Whales) but haven’t been buying recently are added to the segment of Dead Whales. Undoubtedly, like planet earth, no retailers can afford to lose Whales in their retail business. Enalito builds and implements strategies to save the whales from dying and encourages them to turn alive and buy again.

Advanced Customer Segmentation to Maximize Retention

Enalito provides the ability to combine multiple customer behaviors- Purchase, Browsing, Cart Abandoned- with customer interactions and responses towards emails and campaigns. It identifies customers who have recently browsed the store, to segment them for Retention Oriented Campaigning. Also, campaigns can adopt a dynamic discounting policy to achieve the objective of optimizing profits by offering different discounts to different customers, based on their exclusive past purchase behavior.

Most Important Customers

Long term growth of a store depends on the continued satisfaction of most important customers.

  • VIP
  • Loyal
  • Recent Whales

  • Recent High Spenders
  • Frequent VIP

  • Active Whales

At-Risk Customers

A store identifying at-risk customers in time and having a perfect plan for campaigning to them continues to flourish even in the most trying circumstance.

  • Defected Loyal
  • Defection Risk Loyal
  • Defection Risk
  • Defected
  • Defected Whales

  • Defection Risk Whales
  • Defected High Spenders
  • Defection Risk High Spenders
  • Defected Average Spenders

  • Defection Risk Average Spenders
  • Defected Low Spenders
  • Defection Risk Low Spenders
  • Infrequent Whales
  • Slow Whales

Necessary & Essential customers

The satisfied average and common customers go on to become loyal and most important customers of the future.

  • Neutral
  • Potential Loyal
  • Promising New
  • New

  • Recent Neutral Spenders
  • Recent Low Spenders
  • Average

  • Tiny Average
  • Frequent Frugals
  • Frequent Candy

KPIs For Each Segment

  • Number Of Customers
  • Relative Importance Grade
  • Average Recency

  • Frequency Of Orders
  • Total Purchase Amount
  • AverageTime Between Purchases

  • Average Order Value
  • Average Discount %

Individual Customer 360°Detail

  • Name & Email
  • Sign Up Date
  • Purchased Products
  • Browsed Products
  • KPIs Trend Analysis
  • Relative Importance Grade
  • Purchase Recency (R)

  • Purchase Frequency (F)
  • Purchase Monetary (M)
  • Average Time Between Purchases
  • Average Order Value
  • Discount %
  • Browsing RFM
  • Cart Aband. RFM

  • Email Behavior RFM
  • Preferred Buying Season
  • Future Life Time Value
  • Predictive Product Affinity
  • Relationship Length
  • Frugality

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