Retention: The Most Underrated Growth ChannelFor Best Results: SegmentVal Geisler

Lesson Objectives:

1. What you need to know about your customers for segmenting

2. How to identify the cornerstone moments in an onboarding experience

3. Aligning the in-app messaging with email messaging

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The Journey Of This CoursePart 1 | SETUP Part 2 | HOW TO Part 3 | APPLY

Lesson 1Retention =

Revenue

Lesson 2The early bird

gets the retention worm

Lesson 4Beyond the First

90 Days

Lesson 5Slowing the

curve

Lesson 3For Best Results:

Segment

Lesson 6Measuring and

Improving RetentionLong Term

“Engagement is when your customer is realizing value from your SaaS.” -Lincoln Murphy

Short-Term RetentionWeek 1: Use the product more than onceMid-Term RetentionWeek 1 to Week 4: Establish a pattern of usageLong-Term RetentionWeek 4 and beyond: Rely on the product as an indispensable tool

Lesson Recap:

1. What you need to know about your customers for segmenting

2. How to identify the cornerstone moments in an onboarding experience

3. Aligning the in-app messaging with email messaging

Assignment:

Define your customer segments based on their journeyDownload the customer segment template and use it to relate your defined segments to your customer interview qualitative data

Lesson Resources:

● Customer Segment Qualitative Data Tracker