Revenue is a lagging indicator. By the time it drops, the damage is done. The brands that win long-term track leading indicators of customer health every single day.
1. Customer Health Score
A composite metric that combines purchase frequency, email engagement, support interactions, and subscription status into a single 0-100 score. When aggregate health drops below 70, it’s time to intervene.
2. 90-Day Repurchase Rate
What percentage of customers who bought 90 days ago have made a second purchase? This is the single best predictor of long-term brand viability for DTC.
3. Cohort Retention Curves
Track each monthly acquisition cohort separately. Are newer cohorts retaining better or worse than older ones? This tells you whether your product and experience are improving.
4. Predicted Churn Rate
Using AI, predict how many customers are likely to churn in the next 30 days. This gives you a window to intervene before it’s too late.
5. Revenue at Risk
Dollar value of revenue associated with at-risk customers. This translates churn risk into business impact — making it easier to justify retention investments.
The Finsi Growth Approach
We build dashboards that surface these five metrics for every client, updated daily. When any metric moves outside its normal range, our team is alerted automatically and we deploy targeted interventions.
Retention isn’t a project. It’s a daily practice.