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User Engagement and Retention
Enroll in our Customer Engagement Training Course to master strategies for user retention. Learn churn analysis, loyalty metrics, onboarding, and CRM tactics to reduce churn, boost loyalty, and increase customer lifetime value.
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Course outline
Industry focussed curriculum designed by experts
Basics of Customer & Churn
6 items
1.30 hr
- The Customer Funnel
- Cohort Analysis
- Important Terminologies in User Retention and Engagement
- Importance of Churn
- Churn and the User Funnel
- Customer Acquisition vs Customer Retention
Measuring Loyalty
4 items
1.08 hr
- Introduction to User Loyalty
- 3 R's for Loyalty Success
- Key Metrics for Loyalty
- Calculating Customer Lifetime Value
User Engagement
8 items
1.51 hr
- Onboarding Strategies
- Customer Pain-Points
- External and Internal Triggers
- The Five Why Technique
- Social Engagement
- Identifying Key Engagement Metrics
- Important Key Engagement Metrics - I
- Important Key Engagement Metrics - II
User Retention
9 items
2.38 hr
- Targeting the Right Customers
- Week-0 and Week-1 Retention Strategy
- Minimizing TFV
- Customer Relationship Management
- Renewals Management
- Customer Surveys
- User Retention Metrics - Monthly CCR, MRR, Reactivation MRR
- User Retention Metrics - CLV, CCR, Active Users, NPS
- Measuring Other User Retention Metrics
Get access to the complete curriculum with your free trial
Start 7-Day Free TrialGuided Projects
Solve real-world projects in this online Customer Engagement Course with step-by-step guides, starter code templates, and access to model solutions. And learn upselling, cross-selling, customer metrics, and why Netflix excels in retention and loyalty.
- GUIDED PROJECT 1
- Maximizing Revenue and Retention in Streaming Services through Upselling and Cross-Selling
- Upselling and Cross-selling are ways to promote more products and services. Both are essential techniques for growing revenue, expanding business reach, and building customer relationships. In this assignment, you will be identifying these upselling and cross-selling opportunities for a chosen streaming service company. You will also learn how to calculate customer acquisition costs and customer lifetime value through research, determine the company's sustainability, and understand its ability to turn customers into repeat buyers and prevent them from switching to a competitor. At the end of this assignment, you will also be in a position to tell why Netflix is a benchmark for e-commerce companies in terms of having high retention rates.
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Frequently Asked Questions
What is the benefit of this customer engagement training course?
You will receive user engagement and retention strategies that are proven to work. The training content covers churn analysis, loyalty gauges, onboarding plans, and CRM plans to reduce churn, develop lifetime customer value, and increase customer loyalty.
Who is this course for?
The course is ideal for novice and intermediate students who need to acquire skills in customer engagement, retention, and loyalty. Whether you are a career starter or re-skilling towards a marketing or customer success role, it is an end-to-end customer engagement course.
What skills will I acquire on this course?
You will have an opportunity to master skills of customer turnover analysis, loyalty measurement and creating data-driven engagement and retention strategies. This forms the basis of a practical customer retention course.
What kind of learning experience does this course provide?
The course is an interactive, self-directed learning process that includes tutoring on projects, code practices, and AI-based English support to help you implement the ideas in real-life scenarios.
Does this course have any practical projects?
Yes, the examples of guided projects include investigating the upselling and cross-selling opportunities of a streaming company and the reasons why Netflix stands out in terms of customer loyalty and retention. It is one of the essential aspects of a quality customer engagement training course.