RetainUP

As the founder of RetainUP, I've led our team to send over 131 million impactful emails, driving over $34M in revenue for our clients. 

We specialize in turning email marketing into a powerhouse for e-commerce brands, delivering an average ROI of 3200% across diverse niches. 

Our strategies are not just proven; they're transformative. Let's connect to explore how we can elevate your brand with our battle-hardened tactics.

CEO and Founder

StudyPad

Product owner for B2B2C (teacher to parent) growth funnel of splash math. Breakdown the product further into 3 swimlanes namely Growth, Retention and Monetization with their respective product managers. 

Worked on building product roadmap and execution in agile sprints for 2 quarters and improved key metrics around growth and monetisation funnel.

Associate Director Product

IndiaRush.com

IndiaRush was founded with the mission to connect manufacturers to consumers directly. Scaled to INR 54 Cr (~ USD 8 Mn) yearly revenue with a team of 90+ people reaching 5 Mn monthly visits across Web, Mobile and App on a bootstrapped model in a highly competitive market. Established brand in top 20 e-commerce sites of India according to Similar web.

Created overall company vision and headed demand-side growth of B2C e-commerce marketplace leading product manager, designers, marketing and technology team of 35+ motivated people. Registered 200%-300% demand growth on a yearly basis to INR 54 Cr (~USD 8 Mn) a yearly revenue.

Product Management - Customer Research, Customer Personas, Customer Journey, Product Strategy, Product Design (UI designs & UX Flows), Product Roadmap; Manage entire product life cycle using Agile Development methodology. 

Product Growth - Lead product growth, engagement and retention efforts to analyse campaigns, traffic and website (A/B Tests, Landing Pages); Optimize customer funnel and conversion. Increase adoption based on user research along with data analysis and statistics. Growth KPIs through non-ad acquisition strategies.

Product Marketing - Managed a yearly digital marketing budget of INR 10 Cr (~USD 1.5 Mn) maintaining high ROI across Facebook Ads, AdWords, Affiliate, Influencer, Search engine and Content marketing for customer acquisition, customer engagement and customer retention. Competitive Product Positioning and product launch plans.

Co-Founder and CEO

DTC CLV Maximizer | Helping DTC CMOs boost customer lifetime value by 10-30% | 🧲 $34m+ generated for 50+ ecom brands | Built a $20m brand

Hi, I'm Rahi, founder of RetainUp.

You're here to grow your business. Let's get straight to the point.

I started an e-commerce business called IndiaRush in 2011. We grew it to a $10M+ yearly revenue brand. I know the ups and downs of growing an e-commerce business.

The biggest challenge? Keeping customers and getting them to buy again. Unfortunately, IndiaRush had to close because we couldn't keep customers while keeping costs down.

That's why I started RetainUp in 2020, right from my bedroom. My goal was simple: help e-commerce businesses make more money without spending more on ads.

Now, we've helped over 50 clients worldwide and generated over $34.6 million in revenue for them.

I'm here to help e-commerce brands maximize their customer lifetime value and increase profits.

But enough about me. I want to hear about you.

Raising prices doesn't always mean losing customers (here's why you should test it)

In the ultimate guide to maximizing ecommerce store contribution margin in 6 steps (3/6)

To improve profitability and grow consistently - https://lnkd.in/gk4fg2yw
Step 1 - Increase Repeat Purchase - https://lnkd.in/gebR668R
Step 2 - Increase Average Order Value - https://lnkd.in/gNiG3nEp

Pricing plays a key role in your contribution margin.

Every DTC brand has two options -

Increase prices & get higher customer acquisition costs

OR 

Lower your prices & get lower customer acquisition costs

Either can work for you

It's more about balancing growth with profits. 

Profit with no growth is scary.
Growth without profit is unsustainable.

Testing pricing will help you find the right balance.

Now, with A/B testing on prices, you can test multiple prices in parallel.

Tools like Intelligems can help you run successful price tests.

Changing prices without the AB test is sensitive, but here's how to do it with minimum risk.

--> Change prices just before the holidays

As you would be discounting anyway during holidays.

So instead of 40% off on the old price, make it 30% off on the new price.

At least you can go back to new higher prices in Jan.

--> Change prices with a subscription/membership program 

Move the old price in the subscription. Use new prices without any incentive.

Offer a free subscription or membership for one month, so there's no immediate hit.

--> Change prices with a new version

This is the Apple model. 

Pro and Pro Max.

You can keep the old price and introduce a higher price on a new product.

--> Use bundles to offset risk

If most products are sold together.

Introduce new bundles.

Use the old price as part of a bundle and introduce a new price on a standalone product 

Remember: Operational costs go up every year. 

You should reflect these increased costs in your product prices so they don’t eat into your margins.

#dtc #ecommerce 

I am Rahi Jain
  
I use my PCC (Product, Customer, Communication) framework to maximize growth and profitability for ecommerce brands.

Rahi Jain

AOV, CAC, and CLV hurting your profitability.

Don't fall victim to averages.

“If your head is in the oven and your feet are in the freezer, on average, you feel just fine.”

Here's how it is hurting your brand's profitability

Suppose your store number looks like this - 

AOV: $55

CAC: $20

Now, with $15 COGS & $10 Shipping

$55 - $20 - ($15+$10) = $10 in profit

You are making a $10 profit on each purchase.

But in reality, 

70% of orders look like - 

Order value: $45

CAC: $25

With fixed COGs & shipping

$45 - $25 - ($15+$10) = $5 in loss

So you are making $5 in loss with the majority of your orders.

Why are averages looking good?

It's mostly because - 

- Organic or direct traffic sources
- High ticket orders
- Repeat purchases
- Word-of-mouth marketing
- Email marketing

Until you look at each channel, each product category, and each cohort differently, you can't get to the real picture.

With scale, numbers skew more toward your regular use case

So, more and more orders are generating losses.

Organic and repeat channels are taking time to scale.

The only way out is to cut down the loss leaders

No more loss leader strategy

Stop taking a loss on every order

Focus on First-order profitability

Thanks Taylor Holiday, for a great article on this topic

#ecommerce #dtc

I am Rahi Jain

I use my PCC (Product, Customer, Communication) value maximization framework to increase the customer life value of e-commerce brands by 10-30% in 30 days. 

Either convert or remove!

At any given time, 40-50% of your known user base is non-buyers. 

Non-buyers are all identified users who have registered but never bought.

According to a study, the probability of someone converting for the first time after 30 days of sign-up is less than 5%.

That means you either convert them within 30 days or remove them.

4 mistakes DTC brands are making with non-buyers

--> Running one & short welcome flow

Increase your count of emails. 

Re-run the flow after 15 days

Also, try sending 2-3 offers to consumers in the next 30 days.

--> Not pushing bestsellers hard

Bestsellers are bestsellers for a reason. 

Push them agressively in initial days.

--> Not including welcome offers in campaigns

In promotional campaigns, include welcome offers for nonbuyers.

Send segmented campaigns to nonbuyers with offers.

--> Run nonbuyers sunset flow

If they are not converting, suppress them. 

30 days or 90 days, but suppress them if they do not buy

Anything I missed?

#ecommerce #dtc #emailmarketing 

I am Rahi Jain

I use my PCC (Product, Customer, Communication) value maximization framework to increase the customer life value of e-commerce brands by 10-30% in 30 days.  


This is the PCC framework that fixed CLV problems for 50+ ecommerce brands

Product
Customer
Communication

In that exact order

---> Product Value Maximization - Goal is to maximize product value

- Product price tests

Running product price tests by working out a hypothesis looking at competition, other products and breakeven AOV.

- Product bundles

Create Product bundles to increase AOV. 3 bundles minimum for your bestseller. Go along with single problem bundles, price-saver, and gifting.

- Product discounting framework

That includes the right type of offers and discounts which we can offer to the client. Need to experiment multiple offers to finalize 3 evergreen offers.

- Product recommendations

Complete upsell cross sell recommendations along the customer journey. Both on website, email and sms. Use the bundles and offers from above.

- Product level conversion analysis

Look at return rate, conversion rate, and repeat rate at the product level. Remove 20% or more low-performing products from the collection. 

---> Customer Value Maximization - Goal is to maximize value from customer

This does not include communication. 

Look at each customer segment differently

Nonbuyer -> First-Time Buyer
First Time Buyer -> Repeat Buyer
Repeat Buyer -> Recurring Buyer
Lapsed Buyer

Need a strategy for each customer journey step

Nonbuyer -> First-Time Buyer
- Welcome offer & pop up
- Landing page conversion rate
- Brand USPs/Policies and community
- Collect Zero Party Data

First Time Buyer -> Repeat Buyer
- Focus on getting user-generated content
- Cross-sell / up-sell recommendation
- Subscribe to save your subscription
- Share content around the usage of the first purchase

Repeat Buyer -> Recurring Buyer
- Paid membership program
- Loyalty program
- Referral program
- Community building

Lapsed Buyer
- Surveys
- Winback communication
- Paid marketing for retention

---> Communication - Goal to maximize communication

Engage across multiple channels - 

Email
SMS
WhatsApp
On-Site
Direct Mail
Push Notification

Enough has been written about that, so I will not go into each.

Deploy centralized strategy across multiple communication channels.

Don't mix channel with customer strategy. 

Centralize the strategy and then involve the channels.

Everything is not for everybody. 

Need your brand CLV strategy, DM me.

#ecommerce #dtc 

I am Rahi Jain

I use my PCC (Product, Customer, Communication) framework to maximize customer lifetime value for ecommerce brands by 10-30% in 30 days.

After generating millions from email marketing, I realized.

You only need 3 things in every email.

Benefit, Trust & Offer

---> What's in it for me?

How will this product benefit me?

Why do I need this now?

How does it solve my problems?

Showcase benefits by highlighting pain points and problems the product solves.

---> Can I trust them?

Will it really work?

What others are saying?

How does it work?

Build trust using social proof, technology, or science behind the product.

---> Am I getting a good deal?

Why should I buy it today?

Is there an urgency to buy now?

How can I save on it?

Extend offers using discounts, deals, or scarcity.

Answer these questions in an email to make it work.

#ecommerce #dtc

--

I am Rahi Jain

I use my PCC (Product, Customer, Communication) value maximization framework to increase the customer life value of e-commerce brands by 10-30% in 30 days.  

Soak the sponge first for the email to squeeze.

Email can squeeze the subscribers to convert but you need to soak it first with new subscribers.

Without new top-of-the-funnel subscribers, email will not be as effective as it can be.

Let me explain

You will always have 4 stages of customers in any database - 

- Subscribers (Non Buyers)
- First Time Buyers
- Repeat Buyers
- Lapsed Buyers

You can only generate revenue by - 

Converting Subscribers (Non-Buyers) ---> First-Time Buyers
Getting First-Time Buyers ---> Repeat Buyers 
Retaining Repeat Buyers ---> Repeat Buyers
Reactivating Lapsed Buyers ---> Repeat Buyers

In any successful email marketing program, more than half of the revenue will come from non-buyers.

The rest will come from repeat buyers or reactivation.

The probability of non-buyers converting after 90 days of registration is less than 5%

So after 90 days of registration, your non-buyer count does not matter.

Second, you will be able to retain only 40-50% of your buyers. 

And that will also be dependent on a cycle. They will not be buying every week.

So, healthy acquisition is important for retention.

Acquisition is like soaking in a sponge. 

Email will squeeze conversions, but you need traffic to soak the sponge.

#dtc #ecommerce

I am Rahi Jain

I use my PCC (Product, Customer, Communication) framework to maximize customer lifetime value for ecommerce brands by 10-30% in 30 days.

The ultimate guide to maximizing your ecommerce contribution margin in 6 steps 

(1/6)

6 steps introduced in https://lnkd.in/g2mawwVZ

Today, will look at  

---> More purchases by repeat customers

3 broad strategies to improve repeat purchases - 

1. Getting one-time buyers to repeat buyer
2. Retaining repeat / VIPs
3. Re-engaging lapsed buyers

a.) One time To Repeat

-> Send value-driven communication after purchase. Getting the value from the first purchase. Fulfill the promise of the first purchase

-> Suggest replenishment / cross-cell at regular intervals, not just 30 days. Plan the complete customer journey after 180 days of purchase.

-> Continuously ask for feedback. Feedback on the product, feedback on customer experience, and feedback on the brand.

-> Re-engage or re-market on multiple touch points including email, SMS, and direct mail.

-> Collect valuable zero-party data for customer and product research. Why did they buy from you? Who recommended them? What's their goal of purchase? 

b.) Retaining repeat / VIPs

-> Launch subscription/membership program for repeat customers. It's working better than a loyalty program. Use a loyalty program for large collections.

-> Build a community around lifestyle. It's not just about your product or brand. It's more about the lifestyle. Learn from brands like Lululemon.

-> Generate word-of-mouth marketing from your loyal customers. Be it via an ambassador program, referral program, or simply getting them to share on social media.

c.) Re-engage lapsed buyers

-> Target lapsed buyers at regular intervals. Don't give up on them. Include offers, new arrivals, or deals for lapsed buyers.

-> Re-target over paid channels to engage them again. Try omni channel approach to engage with them.

-> Get to the actual reason they stopped buying. Is it competition, product or their requirements have changed? Mostly it's product or competition :) 

Increasing your retention rate will have a direct impact on your CM

Higher margins, more profits

PS. Join me this Friday to learn how to calculate and increase your store's contribution margin. The webinar link is in the comment

#ecommerce #dtc

I am Rahi Jain

I use my PCC (Product, Customer, Communication) framework to maximize customer lifetime value for ecommerce brands by 10-30% in 30 days.


3 reasons ecommerce companies fail to scale without first-order profitability (despite high customer retention)

Cash flows
Market uncertainty
Scale effects on loyalty

As the famous saying goes - 
Revenue is vanity, profit is sanity but cash is king.

Without turning a profit on the first purchase, you are putting a lot of financial pressure on your cash flows.

You can't increase the budgets faster
You can't reinvest in tools or talent faster
You can't place bigger purchase orders

More than that, it puts up a financial risk as the whole thing lies on a future promise

With things like, 
Competition coming up with a better product
Spending more to attract your customers
Product needs or trends slowing down
Uncertainty like covid

can put the whole promised land of future profits in jeopardy.

Also, current loyalty does not corelate well to future loyalty.

Once you scale, you start attracting a less effective audience.

Loyalty metrics go down with new scale

The goal should be to maximize profits on the first purchase

You can maximize first-purchase profits using 

--> Higher Average order value

--> More organic channels like email/SMS

--> Improving conversion rate

--> Higher product prices

--> Better gross margins

Scale with profitability. That's possible.

#ecommerce #dtc

I am Rahi Jain

I use my PCC (Product, Customer, Communication) framework to maximize customer lifetime value for ecommerce brands by 10-30% in 30 days.

Don't rely on ROAS, Open Rates, Click Rates or Conversion Rates.  
  
They are all channel metrics. They are tied to a channel.  
  
Don't make them your North Star.  
  
Every channel has limitations.  
  
They can only monitor the activities within the channel.  
  
As DTC brand owner or CMO, your goal is to look at marketing as a whole.  
  
Don't be a horse running with blinders on.  
  
Many brands we talk to don't have a central marketing dashboard  
  
They are only looking at  
  
- Meta Numbers  
- Email Numbers  
- Website Conversion Rates  
- SEO Numbers  
  
Taking everything with a pinch of salt and acting on them.  
  
That's no way to scale  
  
You need a centralized view of -  
  
Marketing spend  
- Break up by channel  
- Break up by audience (new customers vs existing customers)  
  
Revenue generated  
- Discounts or deals used  
- Break up by channel, audience and products

Start with the contribution margin as it's part of P&L

Come down to MER (Marketing Efficiency Ratio), CLV (Customer Lifetime Value), and AOV (Average Order Value)

Marketing Efficiency Ratio = (Total Revenue) / (Total Marketing Spend)

Then comes down to aMER for acquisition efficacy

Acquisition Marketing Efficiency Ratio = (Revenue From New Customers) / (Total Marketing Spend)

aMER tells about the effectiveness of every new dollar spent on marketing.

Eventually in any business, it's about  
  
How much you spend  
How much you earned  
  
The rest is just in the middle.  
  
DM me to create your brand's profitable growth plan.
  
#dtc #ecommerce 

I am Rahi Jain
  
I use my PCC (Product, Customer, Communication) framework to maximize growth and profitability for ecommerce brands.

Brian Chesky, Co-Founder & CEO of Airbnb, once shared the best advice he ever received

"Focus on 100 people that love you, rather than getting a million people to kind of like you"

In the early days, the Airbnb founders visited each listing under the guise of taking photos.

Ensuring they connected closely with their hosts. 

This wasn't just about better pictures.

It was about building genuine relationships and understanding deep user needs.

That's the real secret to improving brand retention.

Not a well-designed post-purchase sequence in Klaviyo

Start with just 1% of your audience

Whether you have 100 or 10,000 customers, identify and connect deeply with your top 1%

Engage them, understand their needs, and make them feel valued. 

Here’s a three-step framework to connect

1. Let them know they have been seen.

2. Let them know they have been heard

3. Let them know they matter

Take small steps based on framework - 

Engage Personally: 

Send handwritten notes, create a community around your product, and encourage product requests.

Support Actively: 

Offer priority support and personal responses.

Feedback Loop: 

Implement surveys and customer interviews for direct insights.

Reward Loyalty: 

Offer special discounts to show your appreciation.

By taking these steps, you’re not just selling a product or service, you're building a community.

Who's your #1 customer?

#dtc #ecommerce

I am Rahi Jain

I use my PCC (Product, Customer, Communication) framework to maximize customer lifetime value for ecommerce brands by 10-30% in 30 days.

The ultimate guide to maximizing ecommerce store contribution margin in 6 steps (2/6)

Blueprint for financial freedom in ecommerce https://lnkd.in/gk4fg2yw

Step 1 - https://lnkd.in/gebR668R

Today will look at,

Easiest and quickest way to improve your contribution margin
  
---> Higher average order value of the first purchase and subsequent purchase

Strategically, improving AOV comes down to two things - 
1. More units per order  
2. Higher revenue per order

3 ways we increase AOV

---> Bundles

- Create bundles to save them money

The number one reason a customer buys bundles

Group low ticket accessories
Offer bulk buying
Add buy one get one free

Come up with 3 bundles to save money.

- Create bundles to help them gift

Around an occasion
Around a pain point
Around a price point

Come up with 3 bundles to help them gift

- Bundles that help them shop faster

Solve a pain point
Sroup frequently bought together
Bundle top 3 bestsellers

Come up with 3 bundles to help them shop faster

---> Cross Sell / Up Sell Recommendation

Setting up recommendations along the complete journey. 

Plan it for your bestsellers

- Start with the Product Page

Things that go well with the product
- Accessories with this product
- Essential component

A better deal on this product
- Bundles with this product
- A high-cost variant
- Bulk volume discount

Any service you can offer

- Once someone adds to the cart, recommend

- Must haves accessories
- Bulk discount on that product
- Buy 2 get X Off

On cart page

- Impulse purchase options
- Must have accessories

Success page

- Special offer on accessories
- More options to save

Setup the same recommendations on email

---> Discount Nudge

Simple nudges for customers to save money

Free shipping threshold nudge

Bulk Buying nudge

Service addon nudge

Subscription service nudge

So, anything that can help customer save money but increase their average order value

Increasing your average order value will have a direct impact on your CM  
  
Higher margins, more profits

#dtc #ecommerce

I am Rahi Jain

I use my PCC (Product, Customer, Communication) framework to maximize customer lifetime value for ecommerce brands by 10-30% in 30 days.

Email AB Tests ≠ Subject Line AB Tests

Learn how to master AB testing for email marketing. 

After running 500+ tests for brands, we have devised a perfect framework to come up with - 

- New AB Test Ideas
- How to form a hypothesis
- How to run a test
- How to implement learnings for future

 In this webinar, I will show you the exact framework that will help you understand your customers and maximize results.
  
In this webinar, I will cover:  
- 100+ Email AB Tests To Get Started  
- Comprehensive Email AB Testing Framework

Eliud Kipchoge, marathon world record holder from 2018 to 2023, credits his success to three key pillars of self-discipline:

1. Embrace Vitamin N: Learn the power of saying "No" to keep focused.
2. Set Priorities: Align your actions with your goals for maximum efficiency.
3. Avoid Complaining: Focus on solutions, not problems, to foster resilience.

I'm actively practising #3. 
Which is your  fav?

===
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repost it ♻️

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