The emergence of over-the-top (OTT) video platforms has significantly transformed the way people consume content and the entire media landscape. The significant growth of OTT video platforms in recent years, amidst fierce competition and changing consumer preferences, has posed a challenge for the platforms in retaining customers. Elevated churn rates in the OTT video platforms have prompted them to focus on customer retention. OTT platforms implemented different strategies to retain customers. The customer retention strategies are identified through a literature review and unstructured interviews with industry experts. This paper presents a novel approach to prioritize customer retention strategies using a fuzzy analytic hierarchy process (fuzzy AHP). The fuzzy AHP analysis results show that content strategy is the most significant, followed by pricing, customer experience, and platform extension. This paper provides actionable insights for OTT platform managers, helping them enhance user satisfaction and retain customers.