s for each business and track customer movements by segments in dynamics. Thus, you can monitor the performance of each segment: LTV Retention Rate Inflow and outflow of buyers Average check, revenue and other data Retention Matrix Segment Example Sample segments from the Customer Intelligence Platform Retention Matrix For several months, the Petshop.ru online store has been monitoring how customers move through segments and has identified “lost” customers for themselves: How to understand why customers leave and reduce their churn using a system analysis of customer data: Petshop.ru case “Based on the analysis of customer data, we found that our customers in the loss zone are those who made 4+ orders and did not buy from us again for 271 days.
OR work it is convenient to buy goods as needed
If clients fall within these parameters, we consider them to have left. You can enrich this segment with additional parameters: I would single out LTV, segment size and monthly Russia Mobile Number List revenue generated by this segment,” Anton Belchikov, Petshop.ru Marketing Director Identification of customers in the loss zone This data became the starting point for the next stage – finding out the reasons for the outflow. Stage 2. We find out the reasons for the outflow Most companies know a rough list of reasons why customers leave them.
There is no connection to delivery Alena Trachea
But the surest way to find out why a customer stopped buying is to ask him. This is exactly what the Petshop.ru online store did. With the help of the Client mania Mailing Data Pro company , a questionnaire was compiled to understand the reasons for leaving and conducted telephone interviews. The questionnaire included several key questions: Why did you leave, where and why is it better there? How do you rate your shopping experience at Petshop.ru and why? If the problem that caused you to leave is resolved, how likely is it that you will return How to understand why customers leave.