Adoption and Retention

The Adoption and Retention page provides comprehensive data on shop account creation, login activity, and customers’ purchase behavior.

Shop Accounts

This dashboard helps you track how well your customers are adopting and continuing to use your webstore.

You can monitor:

  • Total shop accounts created over time

  • New shop accounts per month

  • Login activity, including the percentage of accounts that logged in

The table below gives a detailed view of individual shop accounts, including:

  • Shop account and customer info

  • Last login and last order dates

  • Average logins per month

  • Webstore and account type

This allows you to spot inactive customers, identify adoption gaps, and follow up with the right actions to improve engagement and retention.

Customers

This view focuses on the behavior and engagement of your ERP customers, helping you understand who is adopting your webstore and how consistently they’re returning.

You can track:

  • Total and new ERP customers

  • Percentage of active customers with a shop account

  • Repeat purchasing behavior over 90 days

  • Purchase inactivity in the last 30 days

  • Online-only buyers and trends between online vs. offline purchases

Use this dashboard to:

  • Monitor adoption among your broader customer base (not just online users)

  • Spot churn risks early based on inactivity

  • Identify growing segments in online usage

  • Understand the balance between webstore and offline purchasing

These insights help you evaluate webstore adoption at a strategic level and guide initiatives that increase online engagement and reduce dependency on offline channels.

How KPIs Are Defined

  • Shop Accounts: Total number of shop accounts (active and inactive) created in the Sana webstore.

  • % of Shop Accounts with Login: Percentage of shop accounts that logged in at least once during the selected period.

  • ERP Customers: Total ERP customers synchronized with Sana Commerce Cloud.

  • % of Active Customers with Shop Account: Percentage of active customers (those who placed at least one order) with a shop account.

  • % of Active Customers with No Purchase (Last 30 Days): Active customers with no purchases (online or offline) in the past 30 days, as a percentage of all customers.

  • % of Repeat Active Customers (Last 90 Days): Active customers who placed 2+ orders in the last 90 days, as a percentage of all customers.

  • Customers Purchasing Only Online: Number of customers who placed all their orders online in the last 90 days:

    Customer Segments (Last 90 Days): Includes only customers who made at least one order in the past 90 days:

    • Online: 100% of orders are placed online.

    • Offline: 0% of orders are placed online.

    • Trending Online: 51 - 99% of orders are placed online.

    • Trending Offline: 1 - 49% of orders are placed online.

      Customers with no orders in the past 90 days are excluded from this metric.