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User Engagement and Retention
User Engagement and Retention
Learn proven strategies for user engagement and retention. This course covers churn analysis, loyalty measurement, onboarding techniques, and CRM tactics to reduce churn, increase customer lifetime value and boost loyalty.
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Course outline
Industry focussed curriculum designed by experts
Basics of Customer & Churn
6 items
1.30 hr
- The Customer Funnel
- Cohort Analysis
- Important Terminologies in User Retention and Engagement
- Importance of Churn
- Churn and the User Funnel
- Customer Acquisition vs Customer Retention
Measuring Loyalty
4 items
1.08 hr
- Introduction to User Loyalty
- 3 R's for Loyalty Success
- Key Metrics for Loyalty
- Calculating Customer Lifetime Value
User Engagement
8 items
1.51 hr
- Onboarding Strategies
- Customer Pain-Points
- External and Internal Triggers
- The Five Why Technique
- Social Engagement
- Identifying Key Engagement Metrics
- Important Key Engagement Metrics - I
- Important Key Engagement Metrics - II
User Retention
9 items
2.38 hr
- Targeting the Right Customers
- Week-0 and Week-1 Retention Strategy
- Minimizing TFV
- Customer Relationship Management
- Renewals Management
- Customer Surveys
- User Retention Metrics - Monthly CCR, MRR, Reactivation MRR
- User Retention Metrics - CLV, CCR, Active Users, NPS
- Measuring Other User Retention Metrics
Guided Projects
This assignment covers upselling, cross-selling, and customer metrics for a streaming service, ending with why Netflix excels in retention and loyalty.
- GUIDED PROJECT 1
- Maximizing Revenue and Retention in Streaming Services through Upselling and Cross-Selling
- Upselling and Cross-selling are ways to promote more products and services. Both are essential techniques for growing revenue, expanding business reach, and building customer relationships. In this assignment, you will be identifying these upselling and cross-selling opportunities for a chosen streaming service company. You will also learn how to calculate customer acquisition costs and customer lifetime value through research, determine the company's sustainability, and understand its ability to turn customers into repeat buyers and prevent them from switching to a competitor. At the end of this assignment, you will also be in a position to tell why Netflix is a benchmark for e-commerce companies in terms of having high retention rates.
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