Andrew Chen

SEPTEMBER 4, 2018

Why onboarding is so important for retention/churn. Part one of this conversation focuses specifically on the aspect of user acquisition for growth, and then we cut off and go into the aspects of growth for user engagement and retention, in the next episode. Part 2: Engagement and Retention.

Marketing 75

Marketing Metrics Retention eCommerce 75

Andrew Chen

DECEMBER 20, 2016

Dollar Shave Club and the Case of Subscription Ecommerce – Support, Shipping for Free Trial? Dollar Shave Club is a subscription ecommerce business. Include all marketing/sales expenses (including those focused on retention) and all customers. They famously have a one month trial for $1. You can solve this in one of two ways: 1.

SaaS 111

SaaS Sales Sales B2C 111

Brian Balfour

MARCH 21, 2017

You might get retention numbers, for example, but you have no idea what their acquisition looks like. Or I wish I had the retention of Y! We end up with a deceptively incomplete picture that shows lots of data but delivers few answers. One piece of the puzzle leaves an incomplete puzzle. Or the model of Z!”

Benchmarking 40

Benchmarking Metrics eCommerce Retention 40

Andrew Chen

JULY 10, 2018

To lead off this list, my colleague @jeff_jordan has an awesome preso that covers everything from the marketplace “wheel” – network effects, and how they’re different than ecommerce products. How to think about frequency and retention? Amazing, thoughtful preso. Must watch. Now let’s get to the links.

Metrics 110

Metrics Retention eCommerce User Experience 110

Andrew Chen

MAY 14, 2018

Those working in growth and retention must continually seek “fresh powder.”. Those early experiments you’re talking about happened during a time when they knew that storing and syncing files had very high retention. The interesting early story there is that they had amazing retention but not a lot of top-line growth.

SaaS 71

SaaS B2B Retention eCommerce 71

Vantage Circle

MARCH 9, 2022

This is good for morale and will improve employee retention, but it’s especially important as we start to see more of Gen Z in the workforce. Say you’re an eCommerce company and you’re reviewing an idea to implement online personalised recommendations. So far this has resulted in products like Gmail and AdSense.

Manager 19

Manager eCommerce Implementation Marketing 19

Andrew Chen

NOVEMBER 1, 2018

While there were people thinking about user acquisition and ad tech, and some early consumer teams (like Eric Ries’s IMVU) thinking about cohort curves to mention retention, it hadn’t been centralized into a team that could execute against it. Ecommerce companies often use push to advertise sales- no wonder the CTRs are low.

Metrics 111

Metrics Scaling Marketing Media 111