[eCommerce 2021] A Step-by-step Guide to Customer Retention5 min read

Did you know that the average Customer Retention Rate (CRR) is just around 35% for eCommerce businesses. 

But why is CRR crucial to maintain for a business? Just take a look at these stats

  • 65% of a company’s business can be credited to existing customers.
  • Companies have to spend 7 times more to get a new customer than to retain an existing one.
  • Improving customer retention by 5% increases profits by up to 25% to 95%.
  • If you are trying to sell something, the chances of making a sale are 60-70% with a retained customer. The likelihood of the same is only 5-20% with a new customer.

Considering all these stats, you can say that a business needs to focus on improving customer retention to increase sales and revenue.

Steps to retain your eCommerce customers

Here are five steps that you can follow to retain your eCommerce customers:

1. Leverage email marketing

Email marketing is an efficient tactic to retain your customers.

Statistics suggest that about 80% of businesses still rely on it to maintain their customer retention rate.

There are many types of emails that you can send, including: 

  • You can send welcome and thank you emails
  • Special promotions
  • Friendly reminders
  • Customer feedback surveys
  • Gifts and messages on special occasions
  • Emails that educate subscribers and add value
  • Personalized product recommendations
  • Or emails to create personal relationships.