To calculate CSAT, use a survey that asks customers to rate their satisfaction on a scale (e.g. 1-5 or 1-10). Divide the number of satisfied responses by the total number of responses and multiply by 100.
CSAT = (Number of satisfied customers / Total number of responses) x 100
example:If 400 out of 500 responses are positive, the CSAT will be (400/500) x 100 = 80%.
Monthly Recurring Revenue (MRR)
Monthly Recurring Revenue (MRR) is the total predictable revenue your Business generates from subscriptions or recurring purchases each month . Monitoring MRR helps you assess the health of your business.
A rising MRR indicates strong customer retention and satisfaction, while a decline could mean customers are canceling or downgrading their subscriptions. To calculate MRR, add up the monthly revenue generated from all recurring sources.
MRR = Number of Customers × Average Revenue Per Customer (ARPC)
example:If you have 100 customers paying $50 per month, your MRR is 100 x $50 = $5,000.
Read more: How to ask a client for a reference?
Effectively Measuring Customer Retention Measuring customer retention is key to building long-term loyalty and growth. It’s not just about knowing who stays and who leaves; it’s about understanding why they do it and using that knowledge to take steps toward improving your customer retention.
The good news is that there are jordan mobile phone number many tools and techniques that help businesses track customer retention rates. For example:
Customer Retention Software : These KPI software focus on tracking customer interactions and engagement levels, providing insight into customer behavior and potential churn risk
Feedback and Survey Tools : Facilitate post-purchase feedback collection, helping Business capture and analyze customer satisfaction and areas for improvement
But while these are solid options, they are just pieces of the puzzle.
To truly take control of your retention strategy, you need a comprehensive CRM system that seamlessly ties it all together.
That’s where custom customer success software like ClickUp steps in. With ClickUp’s powerful features, customer retention becomes less of a guessing game and more of a well-oiled strategy.
ClickUp Goals to Track Metrics
Imagine having specific retention goals set and tracking them in your system so you never have any doubts about your progress. ClickUp Customer Service features just the thing for that / ClickUp Goals .
ClickUp Goals lets you create, monitor, and adjust retention KPIs like churn and customer satisfaction ratings in real time. By creating specific goals within each overarching goal, the tool helps you stay on track.
You can use it to assign tasks to team members and track their progress using various metrics such as numerical values, monetary values, true/false, or task goals. ClickUp Goals also visualizes KPIs with progress bars, pie charts, and thermometers. Simply link goals to tasks and subtasks to track their impact on overall goal achievement.
Whether you want to see how your repeat purchase rate is holding up or measure overall customer loyalty, this tool lets you track and be proactive.
ClickUp Goals: Customer Retention Metrics
View weekly goals for each of your team members, see who is working on what, what are the key areas of improvement, and more with ClickUp Goals
ClickUp Dashboards for KPI Visualization ClickUp Dashboards takes KPI visualization to another level to calculate customer retention. You can design dashboards that give you a snapshot of your most critical customer retention metrics at a glance.
Want to see your trends across the Custom Customer Lifecycle , how many loyal customers you have, or identify fluctuations in repeat purchases? Choose from over 50 custom widgets to build a personalized dashboard that brings all your data together, making it easy to identify trends and make data-driven decisions on the fly.
Use the ClickUp dashboard to track your customer retention metrics
Visualize all your key customer retention metrics with ClickUp dashboards
ClickUp Automation to Streamline Workflows
Who has time for constant manual intervention? ClickUp automation handles these repetitive tasks for you, using customizable “when-when” logic to streamline your workflow .
Imagine the following situation: You set up an automation so that when a customer completes a purchase, a thank-you email is automatically sent a week later asking for feedback.
Or if a customer ticket remains unresolved after 48 hours, the support team receives a reminder. It’s like having an extra set of hands on deck, making sure your special customers feel seen and appreciated, all without adding more to-do items.
