This success track is focused on strengthening long-term customer relationships to boost retention and repeat purchases.

Available Metrics (KPIs)

• Repeat online order rate: The percentage of customers with shop accounts who placed more than one online order during a rolling period of 12 months. A higher value indicates stronger customer retention and long-term engagement. This reveals customer loyalty and satisfaction.

• Pending checkouts: The total monetary value of all orders pending checkout. These are shopping carts where customers have added items but have not completed the checkout for more than 14 days. A lower value indicates fewer customers abandoning checkouts.

• Pending approvals: The total monetary value of all orders pending approval. These are orders placed by sub-accounts that require approval from an account manager and have been waiting for more than 3 days. A lower value indicates fewer customers impacted by approval delays.

Recommended Actions

• Create targeted discounts: Reward loyal customers using targeted discounts.

  Clicking on the Set up button, you will see a pop-up that provides step-by-step guidance and links directly to the relevant Sana Admin settings.

  

• Offer sales agreements: Strengthen customer relationships using sales agreements.

• Enable subscriptions: Encourage repeat purchases using subscriptions.