Retention Strategy Customer As Superiority Competitive In the Era of Digital Marketing

Abstract

Study This aim study in a way comprehensive retention strategy customers and their roles as superiority competitive in the era of digital marketing . Through approach studies literature systematic to various source academic latest (2019–2024), research This identify six main strategies retention customer loyalty program , management connection customer (CRM), personalization , service full sale , development community , and win-back campaign  as well as evaluate its effectiveness based on metric key such as Customer Lifetime Value (CLV), Churn Rate, Net Promoter Score (NPS), and Customer Retention Rate (CRR). The results of the study show that an integrated and data - driven retention strategy is significant more efficient compared to acquisition strategy customer new , with improvement retention 5–7 % potential increase profitability company up to 25–95% Findings This relevant specifically in context Indonesia's growing digital ecosystem rapidly , where super-apps and e-commerce platforms dominate behavior consumption custome . Research This conclude that success retention depending on a combination of customized strategies with characteristics segment each customer and industry , rather than one approach single