We plan to bring eChai across 100 cities in India. It starts with eChai Startup Demo Day on 26 September, all in person. 11 cities confirmed, 325 founders registered. Any city that reaches 20 interested founders is on too. See your city
Everything from

Product School

2 resources from Product School we point founders to, and the questions each answers.

📄 Article
✓ Link checked Free Beginner

This is the cleanest side by side of the two retention worlds: it names which metrics belong to a subscription/SaaS product (churn, net revenue retention, CLV, active users) versus a transactional or ecommerce one (repeat purchase rate, time between purchases). The point it drives home is that the right metric depends entirely on your model, so a transactional founder tracking monthly churn is measuring the wrong thing. Good starting map before you pick what to instrument.

Customer Retention Metrics: Which Ones Actually Matter for Your Model

From Product School by Carlos Gonzalez de Villaumbrosia 15 min read

  • SaaS retention is measured on recurring revenue (churn, net revenue retention, CLV); transactional retention is measured on repeat behaviour (repeat purchase rate, time between purchases).
  • There is no single retention number: your business model, usage frequency, and customer journey stage decide which metric is honest for you.
  • Universal metrics like cohort retention and CLV apply to both, but the levers you pull to move them are different in each model.
Open productschool.com →
Answers How is retention different for a subscription SaaS versus a one-time-purchase or transactional product?
📄 Article
✓ Link checked Free Intermediate

Not all features move satisfaction the same way, and Kano gives you a lens to tell basics from performance features from genuine delighters. It stops you from over investing in things customers merely expect while ignoring the small surprises that earn loyalty. A useful complement to a pure scoring frame when you are weighing the emotional payoff of an idea.

The Kano Model: prioritizing features that delight

From Product School by Carlos Gonzalez de Villaumbrosia 12 min read

  • Sort features into must be, performance, and delighter buckets
  • Missing basics hurts more than adding another performance feature
  • Delighters are unexpected and can create outsized satisfaction
Open productschool.com →
Answers How do I decide what to build next?
eChai Partner Brands