Blog Soft Gorillas

4 August 2023
4 min read

Ecommerce Customer Retention: The Key to a Successful Business

Ecommerce Customer Retention: The Key to a Successful Business


In the world of ecommerce, customer acquisition costs (CAC) are on the rise. Brands are spending more and more money to attract new customers. However, while customer acquisition is important, it is equally crucial to focus on customer retention. By retaining existing customers, brands can build a loyal customer base and increase their profitability. In this article, we will delve into the concept of customer retention and discuss strategies to optimize costs for a better return on investment (ROI).

What is Customer Retention?

Customer retention refers to a brand’s ability to retain its existing customers. It involves building a community of loyal customers who are likely to make repeat purchases. The success of customer retention can be measured using a specific metric called the customer retention rate (CRR). This metric calculates the number of repeat customers a brand has over a certain period of time. The formula for calculating the CRR is as follows:

Customer Retention Rate = (Total # of customers at the end of a specific period – # of customers acquired during the period / # of customers at the beginning of the period) x 100

By tracking the CRR month-over-month, brands can determine their average customer retention rate. A high customer retention rate indicates customer loyalty and can lead to increased revenue.

The Importance of Customer Retention

Acquiring new customers is expensive. In fact, it can cost as much as 5-25 times more to acquire a new customer than to retain an existing one. Moreover, existing customers are more likely to make repeat purchases. Studies show that repeat customers are 60-70% more likely to buy from a brand compared to new customers. By focusing on customer retention, ecommerce brands can increase their chances of repeat purchases and maximize their revenue.

The Power of Word-of-Mouth Marketing

Word-of-mouth marketing is one of the most effective ways for ecommerce brands to acquire new customers. When customers have a positive experience with a brand, they are more likely to share their experience with their friends and family. This type of marketing is based on customer loyalty. Repeat customers who have had consistently good experiences are more likely to advocate for a brand and recommend it to others. By increasing customer retention, brands can create a community of loyal customers who become brand ambassadors.

The Cost of Customer Retention

While customer retention is essential for long-term success, it does come with costs. Customer retention costs include expenses related to customer service tools, personalized marketing initiatives, and other retention efforts. It is important for brands to accurately track and measure these costs to determine their return on investment.

Calculating Customer Retention Costs

To calculate customer retention costs, brands need to consider all the expenses associated with keeping customers loyal. This includes the cost of customer service tools, marketing initiatives, and other retention efforts. Tracking and measuring these costs can be challenging, as there are many factors that contribute to customer retention. However, by adding the element of time into the equation and analyzing costs over specific periods, brands can get a more accurate picture of their retention spend.

The Role of Return on Investment (ROI)

Return on investment (ROI) is a crucial factor in determining the profitability of a specific investment. By taking into account customer lifetime value and customer retention costs, brands can assess the success of their retention strategies. For example, if a brand finds that their most loyal customer was acquired through a social media advertisement, they can calculate the ROI by comparing the revenue generated by that customer with the cost of the ad. By optimizing customer retention costs, brands can maintain profitability while improving customer retention rates.

Strategies to Optimize Customer Retention Costs

  1. Evaluate Customer Tools: Assess the effectiveness of your current customer tools and consider investing in advanced customer success platforms or top-tier CRMs. These tools can help improve the overall customer experience and enhance customer retention.
  2. Listen to Your Best Customers: Seek feedback from your most loyal customers to understand their preferences and expectations. This feedback can provide valuable insights that can guide decision-making and lead to a more personalized approach to customer retention.
  3. Streamline Operations: Efficient processes can reduce costs in customer retention. Implement streamlined operations and ensure that customer requests are handled promptly and efficiently. This will help improve customer service without increasing costs.
  4. Optimize Onboarding Process: A seamless onboarding process is crucial for retaining customers. Make it easy for customers to navigate your website, customize their accounts, and manage subscriptions. Simplify the checkout process to minimize cart abandonment.


In the competitive world of ecommerce, customer retention is crucial for the success of a brand. By building a community of loyal customers, brands can maximize their revenue and increase their profitability. However, it is important to evaluate and optimize customer retention costs to maintain a healthy bottom line. By implementing strategies such as evaluating customer tools, listening to customers, streamlining operations, and optimizing the onboarding process, brands can improve customer retention rates while minimizing costs. It’s clear that a comprehensive approach, considering multiple metrics, is essential for long-term success in ecommerce.

For more information on ecommerce customer retention strategies, visit




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