Why Customer Retention Is the New Currency: Lessons for India’s D2C and SaaS Founders
The Shift from Acquisition to Loyalty In an era where customer acquisition costs have escalated to unsustainable levels and growth capital has become selectively available, customer retention has emerged as the fundamental determinant of business sustainability. For India’s direct-to-consumer (D2C) and software-as-a-service (SaaS) founders, the shift from acquisition obsession to retention mastery represents not merely…