The article provides advice and insights on customer retention, a crucial aspect of business success, especially in challenging economic times. The main illustration is Susan Payne, who has long been an expert on customer retention. The post highlights the importance of retention over conversion, with key takeaways from co-founder Des Traynor, including understanding net dollar retention as a single defining characteristic of a successful business. Strategies for low churn include crafting a retention messaging strategy, re-engaging customers, and using cohort analysis to improve retention patterns. Additionally, the article discusses the limitations of traditional retention messaging campaigns and offers alternative approaches that focus on building genuine relationships with customers. The post aims to provide valuable insights and advice for businesses looking to improve their customer retention strategies in the current economic climate.