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

1. @reten&onsci
@jerryjao

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. 2
ways
to
grow
your
business
@reten&onsci
@jerryjao

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. Manage
your
marke&ng
budget
on
things
that
will
move
the
needle
@reten&onsci
@jerryjao

6. Focus
on
channels
that
drive
high
ROI
@reten&onsci
@jerryjao

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. How
to
measure
Customer
Life&me
Value

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.
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. Create
a
1-­‐to-­‐1
customer
treatment
for
your
customers
@reten&onsci
@jerryjao

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. Thank
you!