Proven Systems to Drive Retention Led Growth
Improving retention by 5-10% can double growth
But wait, how does improving retention by 5-10% double growth?
5%-10% reduction in churn rate = >2X* increase in profit because;
- You get to keep revenue you would have lost
- You spend less on acquisition
Ok, so how do you improve retention by 5-10%?
Improve retention by 1-2% at each moment of truth:
- First usage
- Free trial
- Onboarding
- Service experience
- In life usage
- Cancel journey
- Involuntary churn
- Seasonal moments
1%-2% doesn't sound a lot. How do you do that?
Its pretty easy (when you know how) to optimise moments of truth using:
- Data to understand interactions that drive high churn or retention
- CLV to identify which customers to focus on
- Behavioural economics
- Systems for onboarding and cancel flows
- Frameworks to create habit, belonging & customer love
- Techniques to grow ARPU and tenure
- Experimentation short-cuts to fast track results
- Email Marketing, Digital Experience and Mobile marketing execution tactics
Honestly, you could do all this yourself.
Like anything, if you keep learning, eventually, you will get there on your own.
Or, if you want to improve fast, you can hire a coach.
BOOK A CALL
Hi, I'm Tom
- Retention Coach / Consultant / Advisor
- 60,000 hours practical retention experience
- 30+ retention clients, some logos below
- 100+ retention case studies benchmarked
- 50 Global retention leaders engaged and studied
How you can work with me
Retention Accelerator
12-weeks. Proven systems. Rapid impact.
Bespoke Consultancy
For help with a specific retention issue.
Retention Courses
For Retention, CRM & CX practitioners.
7Xing Subscribers for a Hypnotherapy Mobile App
"Tom's support has transformed my business from one that was regularly making a loss, to one that is self funded in just 5 months. In that time together, we have re-priced the product, built new product conversion journeys, developed an entirely new creative strategy and campaign, implemented a comprehensive CRM Marketing program to support conversion and retention, resolved multiple tech issues and implemented new Martech. All this has increased average subscriber tenure and resulted in a 7X increase in subscribers since December '23, with a run rate to get to a 10X improvement in the next 2-3 months. " June, '24
- Aaron Surtees, Founder & CEO, Subconsciously Hypnotherapy Mobile App
Building Retention Strategies for an AI SAS Start-Up
"Tom has worked with us to develop strong retention and churn prevention strategies for our AI SaaS startup, which helped us enhance our product. Highly recommend working with Tom!" June, '24
- Nikolai Skelbo, Chief Operating Officer, Subsets AI
Testimonials
"Tom has had a huge positive impact on the business transforming the retention team to become data driven, commercially minded business leaders and pushing all around him to be better."
- Nick Nordarishvilli, Head of CRM, DAZN Japan
"I look up to Tom as a leader of digital business, taking all clients to the next level and transforming them in ways they never thought of."
- Humza Ijaz, Managing Director, Accenture Song
"I had the pleasure of working with for over two years and he enriched my understanding and application of data science and analytics."
- Ross Mckenna, Head of CRM, Klarna
"Tom is formidable, innovative, inspirational, smart and extremely hard working."
- Phil Richardson, Salesforce Technical Architect
"Brainstorming is always a joy with Tom - you will be sure to find intelligent, unique solutions to business challenges, and learn something new along the way."
- Firas Wahida, Client Partner, TikTok
"Tom is the best CRM planner I have ever worked with and a great partner on all strategy projects."
- Charlotte Mulley, Head of Strategy, Mullen Lowe
The Retention Accelerator
- Took 998 hours to create
- Begins with an assessment to identify optimisation opportunities
- Bespoke strategy developed for your business to optimise retention at moments of truth
- Leveraging 100+ proven case studies
- Proven systems
- Includes strategic execution support
- Fixed price: $10k, unlimited time across 12 weeks
Systems, Not Goals Drive Results
Proven systems for all retention disciplines:
Customer Value Management:
Customer Lifetime Value
80% of brands measure incorrectly. We help you to measusre CLV correctly.
ARPU Growth
Maximise upsell and cross sell across all your customer touch-points.
Pricing
Make customer choice easier and 6X conversion / cross-sell / up-sell.
Customer Led Growth
Leverage existing customers to drive growth through referrals and leverage strategies to acquire for value, not CPA.
Retention & Churn Interventions:
Moments of Truth
Understand what they are for your brand and develop appropriate retention strategies.
Behavioural change
Nudge customers to do what you want: stay and spend more.
Onboarding
The most effective anti-churn program you will ever build.
CRM Marketing
Leverage CRM to become embedded in customers lives.
Retention Organisation:
Customer Love
Strategies to enable you to be extremely attentive to your most valuable customers, while reducing cost in the rest.
Save Teams
Build teams that save customers intending to cancel.
Retention Driven Customer Service
Empower Customer Service to know when to activate retention protocols and for who.
MarTech & CXTech
Solution evaluation support to maximise commerical retention outcomes.
Data & Measurement Strategy:
Focussed Measurement strategies
Drive commercial results and reduce noise.
Experimentation Fast Track
You don't want an experiment, you want a result. Get 80% of outcome with 20% effort.
Personalisation
Efforts focussed on 'Moments of Truth' and based on customer need.
AI
Leverage generative and predictive AI to maximise retention outcomes.
10X Retention Impact. For Real.
Combinations of retention initiatives add up to a big impact. We commit to helping you improve your current incremental retention impact from 0.5%, 1%, or 2% to 5%, 10%, or 20% or more.
To learn how leading brands 10X their retention impact, try our free newsletter: 'The Retention Blueprint'
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I consent to sharing my details for the purposes of Subscription & Retention Coaching Limited contacting me to inform me of retention best practice, tips, advice and promotions.