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@reten&onsci	
  
@jerryjao	
  
2	
  ways	
  to	
  grow	
  your	
  business	
  
@reten&onsci	
  
@jerryjao	
  
 
Exis&ng	
  customers	
  spend	
  
33%	
  more	
  	
  
	
  
80%	
  of	
  future	
  profits	
  come	
  
from	
  just	
  20%...
Manage	
  your	
  marke&ng	
  budget	
  on	
  things	
  
that	
  will	
  move	
  the	
  needle	
  
@reten&onsci	
  
@jerry...
Focus	
  on	
  channels	
  that	
  drive	
  high	
  ROI	
  
@reten&onsci	
  
@jerryjao	
  
Customer	
  Life&me	
  Value	
  
@reten&onsci	
  
@jerryjao	
  
hVp://www.cmo.com/content/cmo-­‐com/home/ar&cles/
2013/8/2...
How	
  to	
  measure	
  Customer	
  Life&me	
  Value	
  
What	
  are	
  your	
  success	
  metrics?	
  
Customer	
  life&me	
  value	
  
	
  
Repeat	
  purchase	
  rate	
  
	
  
C...
 	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  
Use	
  data	
  to	
  drive	
  mu...
Create	
  a	
  1-­‐to-­‐1	
  customer	
  treatment	
  for	
  your	
  customers	
  
@reten&onsci	
  
@jerryjao	
  
How	
  to	
  be	
  cost-­‐effec&ve?	
  
Set	
  up	
  Google	
  Analy&cs	
  
	
  
Lots	
  of	
  experiments	
  (you	
  won’t...
Thank	
  you!	
  
"The Startup's Guide to Customer Retention," Retention Science >> Jerry Jao [COMMERCISM 2014]
"The Startup's Guide to Customer Retention," Retention Science >> Jerry Jao [COMMERCISM 2014]
"The Startup's Guide to Customer Retention," Retention Science >> Jerry Jao [COMMERCISM 2014]
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"The Startup's Guide to Customer Retention," Retention Science >> Jerry Jao [COMMERCISM 2014]

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IMAGINE ALL THE…CHANNELS: THE STARTUP’S GUIDE TO CUSTOMER RETENTION, Jerry Jao, Co–Founder and CEO, Retention Science

Published in: Technology

Transcript of ""The Startup's Guide to Customer Retention," Retention Science >> Jerry Jao [COMMERCISM 2014]"

  1. 1. @reten&onsci   @jerryjao  
  2. 2. I  <3  ecommerce   @reten&onsci   @jerryjao   •  1st  ecommerce  at  the  age  of  15   •  3  startups   •  Blogs:     •  forbes.com/sites/jerryjao   •  prac&calecommerce.com/author/jerry-­‐jao  
  3. 3. 2  ways  to  grow  your  business   @reten&onsci   @jerryjao  
  4. 4.   Exis&ng  customers  spend   33%  more       80%  of  future  profits  come   from  just  20%  of  exis&ng   customers*   Acquis&on  vs.  Reten&on   *Gartner  Group   @reten&onsci   @jerryjao  
  5. 5. Manage  your  marke&ng  budget  on  things   that  will  move  the  needle   @reten&onsci   @jerryjao  
  6. 6. Focus  on  channels  that  drive  high  ROI   @reten&onsci   @jerryjao  
  7. 7. Customer  Life&me  Value   @reten&onsci   @jerryjao   hVp://www.cmo.com/content/cmo-­‐com/home/ar&cles/ 2013/8/23/how_to_measure_clv_a.html  
  8. 8. How  to  measure  Customer  Life&me  Value  
  9. 9. What  are  your  success  metrics?   Customer  life&me  value     Repeat  purchase  rate     Customer  re-­‐engagement     Cost  of  acquisi&on  and  its  ROI     @reten&onsci   @jerryjao  
  10. 10.                                               Use  data  to  drive  mul&-­‐channel  campaign  recommenda&ons  &   measure  key  metrics                                                                                                                                             CRM  Tools              Web   Sales  data   Demographic  data   Behavioral  data   Social  data   Personalize  each  customer  interac&on  
  11. 11. Create  a  1-­‐to-­‐1  customer  treatment  for  your  customers   @reten&onsci   @jerryjao  
  12. 12. How  to  be  cost-­‐effec&ve?   Set  up  Google  Analy&cs     Lots  of  experiments  (you  won’t  know  un&l   you  try),  but  do  it  in  small  doses     Only  experiment  one  “variable”  at  a  &me     Take  advantage  of  free  services         @reten&onsci   @jerryjao  
  13. 13. Thank  you!  

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