The Foundation of Multi-Channel Customer Retention by Ankur Gattani

The Foundation of Multi-Channel Customer Retention by Ankur Gattani

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About The Webinar

Your customers can clearly map the potential of your business. Your customer base consists of your newly acquired ones and your existing customer base. As a matter of fact, it requires 6 times the marketing expenditure to acquire a new customer than to retain your already existing customer. A report by Bain suggests that a 5% increase in your customer retention leads to a 95% increase in company’s profitability. And also, it is said that 80% of your future profits also come from 20% of your existing customers. This makes building a multi-channel customer retention strategy imperative for any business.


  1. Multi-channel customer retention: Why is it imperative?
  2. The importance of different pieces of advertising space.
  3. The organizational preparation – team setup, the data setup, the tools and vendor partnerships.
  4. How can it all come together?
  5. Test / Control as the only true measure of CRM impact



Ankur Gattani VP - Growth and Marketing, WebEngage

Ankur is an IIT- B / IIM-C graduate who was drawing up UX and wireframes for his social media startup back in '08. He went on to lead product/marketing teams in location/ mobile before getting deeper into CRM/Retention with Rocket Internet in India and Berlin. His work at Foodpanda Global earned him a speaker invite with Dreamforce to talk about the transformation of a 45 Country, 20+language/timezone situation to a 1:1 personalized communication system in a span of <12 months. He dabbled in the F&B space back in India for a while and now drives Growth and Marketing efforts for WebEngage. A strong proponent of education around the subject and expanding talent pools.

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