Metrics
How to Calculate Repeat Purchase Rate (With Examples)
How to calculate repeat purchase rate: the formula, choosing a time window, a worked shop example, related metrics and practical ways to raise the rate.
Blog
Practical guides to CRM, customer retention, loyalty programs, customer service and the metrics behind them, with worked examples and templates.
Metrics
Metrics
Cohort Retention Analysis: A Step-by-Step Guide
Cohort retention analysis step by step: build a cohort table in a spreadsheet, read the retention curve and turn the patterns you find into concrete actions.
Metrics
How to Calculate Churn Rate (With Examples)
How to calculate churn rate correctly: customer and revenue churn formulas, retention rate, converting monthly to annual churn and the mistakes that distort it.
Metrics
How to Calculate CSAT Score (Customer Satisfaction)
How to calculate CSAT score: top-2-box vs average methods, a worked example, when to send the survey, and the biases that quietly distort satisfaction scores.
Metrics
How to Calculate Customer Lifetime Value (CLV)
How to calculate customer lifetime value: simple, margin-based and churn-based CLV formulas, with worked examples for a café, a subscription and an agency.
Metrics
How to Calculate NPS: Formula, Example and Pitfalls
How to calculate NPS step by step: the Net Promoter Score formula, a worked example, margin of error for small samples, segmenting results and closing the loop.
Metrics
LTV to CAC Ratio: How to Calculate and Use It
How to calculate the LTV to CAC ratio honestly: what belongs in acquisition cost, CAC payback, worked examples and why 3:1 is only a starting point.
Metrics
NPS vs CSAT vs CES: Which Customer Metric to Use
NPS vs CSAT vs CES compared: what each customer metric measures, exact question wording, scales, formulas, when to send each survey and how to combine them.
Retention
Retention
How to Respond to a Cancellation Request (With Templates)
How to respond when a customer wants to cancel: a six-step process, save offers matched to the reason, email templates and why cancelling must stay easy.
Retention
Customer Churn Warning Signs and What to Do About Them
Spot customer churn warning signs early: behavioral signals by business type, a simple customer health score template and a response playbook per signal.
Retention
Customer Onboarding Checklist: The First 90 Days
A customer onboarding checklist for the first 90 days, with versions for service firms, subscriptions and shops, plus welcome templates and common mistakes.
Retention
Customer Retention Strategies for Small Businesses
Twelve customer retention strategies that work for small businesses, from measuring churn and better onboarding to loyalty rewards and win-back campaigns.
Retention
Customer Success vs Customer Service: The Difference
Customer success vs customer service explained: goals, timing, metrics and responsibilities compared, and how a small business can do both without new hires.
Retention
Win-Back Email Campaign: Templates and Timing
Plan a win-back email campaign for lapsed customers: who to target, a three-email template sequence, when to use offers and how to measure the results.
Loyalty programs
Loyalty programs
How to Set Up a Customer Referral Program (Step by Step)
How to set up a customer referral program for a small business: when to ask, how big the reward should be, simple rules, tracking, templates and measurement.
Loyalty programs
12 Loyalty Program Ideas for Small Businesses
Twelve loyalty program ideas for small businesses, with when each one fits, a worked cost calculation and the pitfalls that make loyalty schemes expensive.
Loyalty programs
Points vs Punch Card Loyalty: Which Should You Choose?
Points vs punch card loyalty programs compared: how each works, which businesses they suit, worked reward-cost examples and the paper vs digital question.
Customer service
Customer service
Customer Service Metrics: 8 KPIs Small Teams Should Track
Customer service metrics for small teams: formulas for response and resolution time, first contact resolution, CSAT and CES, plus a weekly scorecard.
Customer service
40 Customer Feedback Survey Questions (By Goal)
40 customer feedback survey questions grouped by goal, plus rules for writing unbiased questions, choosing scales and keeping surveys short enough to finish.
Customer service
How to Handle Customer Complaints: Steps and Templates
How to handle customer complaints in six steps, with response templates for email, phone and chat, a complaint log template and clear rules for escalation.
Customer service
How to Respond to Negative Reviews (With Templates)
How to respond to negative reviews calmly: a simple reply structure, templates for common situations, what never to write and when to take it private.
CRM basics
CRM basics
RFM Analysis: How to Segment Customers in a Spreadsheet
RFM analysis step by step: score customers on recency, frequency and monetary value in a spreadsheet, group them into segments and decide what to do with each.
CRM basics
How to Choose a CRM for a Small Business
A step-by-step way to choose a CRM: map your customer process, list must-haves, score the options, run a real trial and migrate without losing data.
CRM basics
Spreadsheet vs CRM: When to Make the Switch
Spreadsheet vs CRM for customer management: the signals that you have outgrown a sheet, a better spreadsheet template for now, and how to switch cleanly.
CRM basics
What Data to Store in a CRM (and What to Leave Out)
A practical field list for small business CRMs: which customer data to store, how to keep it clean, and why storing less often makes your CRM more useful.