What Is Customer Retention? The Metric That Quietly Decides Whether...

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2026-05-28 04:31:56 -

What Is Customer Retention? The Metric That Quietly Decides Whether a Business Survives

A few years ago, I sat in a conference room with a founder who had just crossed $2 million in annual revenue. He should have been celebrating. Instead, he looked exhausted — the specific kind of exhausted that comes from sprinting uphill on loose gravel. “We’re growing,” he said, tapping a spreadsheet hard enough to rattle the table, “but somehow we’re...

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