Customer Retention
Customer retention is a company's ability to keep its existing customers using and paying for its product over time.
Retention is the mirror image of churn: if churn measures the customers you lose, retention measures the ones you keep. A common way to express it is the customer retention rate, which counts how many customers you still have at the end of a period (excluding new ones) compared with how many you had at the start, as a percentage.
Retention matters because keeping an existing customer is usually far cheaper than acquiring a new one, and loyal customers tend to expand their usage and spending over time. Strong retention is what turns a steady stream of new signups into compounding growth instead of a leaky bucket.
Good retention comes from continuously closing the gap between what customers need and what your product delivers. Using Feedjolt to gather feedback, share a public roadmap, and show customers their ideas turned into shipped features gives them concrete reasons to stay.