Customer Retention Rate (CRR) is a figure that helps you understand how good your systems and processes are in keeping customers happy and making them want to continue working with your company (retention).


Customer retention begins with the very first impression and contact a person has with your company, and follows throughout the transaction and your company’s relationship with them. For example, a customer may begin this relationship when they “like” your Facebook page. That relationship won’t end unless they unlike your page, or other similar actions like not opening your email marketing campaigns, and removing themselves from your subscriber list.

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