Unlock Exponential Growth by Optimising Customer Retention Moments of Truth
Retention Coach is a customer strategy consultancy that helps leaders improve customer retention, reduce churn, and grow profits by leveraging proven systems, methods, and techniques to optimise customer retention moments of truth.
Hi, I'm Tom
Tom Burrell > Retention Coach \ Consultant \ Adviser
Built on 60,000 hours of practical retention experience, consulting with over 30 global brands (some logos below), and in-depth study of over 100 others (Amazon, Spotify, Netflix etc.), I help retention leaders and subscription leaders maximise retention-led growth.
Subscription Leaders—I help Founders, CEOs, CMOs and senior leaders at recurring revenue businesses in sectors like Mobile Apps, Streaming, E-commerce, B2B SaaS, Membership Orgs, Telcos & more to reduce churn, retain customers, and grow profits.
Retention & CRM Leaders - I provide proven systems, methods & techniques to help Retention & CRM leaders maximise customer lifetime value across industries like Betting & Gaming, E-commerce, FMCG, Financial Services, Automotive & more.
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 Tom 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
Proven Systems, Methods & Techniques to Optimise Customer Retention Moments of Truth
Retention Strategy
Moments of Truth
Understand what they are for your brand and develop appropriate retention strategies.
Onboarding
The most effective anti-churn program you will ever build.
Behavioural Science
Nudge customers to do what you want: stay and spend more.
CRM Marketing
Leverage CRM to become embedded in your customers lives.
Data Strategy:
Customer Retention Data Strategy
Leverage customer data to drive desired retention & ARPU growth outcomes.
Experimentation Fast Track
You don't want an experiment, you want a result. Get 80% of outcome with 20% effort.
Personalisation
Ensure efforts are focussed on 'Moments of Truth' for biggest impact.
AI
Leverage generative and predictive AI to maximise retention outcomes.
Customer Value Management:
Customer Lifetime Value
80% of brands measure incorrectly. I help you to measure CLV correctly.
ARPU Growth
Maximise upsell and cross sell across all your customer touch-points.
Pricing
Optimise pricing for CLV, saves, offers, cross-sell & up-sell.
Customer Led Growth
Leverage existing customers to drive growth through referrals and acquire for value.
Retention Organisation:
Retention Business Design
Structure your teams to drive retention led growth.
Customer Love
Strategies to enable you to be extremely attentive to your most valuable customers.
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.
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
Retention Strategy 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
How you can work with me
Retention Accelerator
My entire Retention Playbook made relevant to your business.
Bespoke Consultancy
For help with a specific retention issue.
Retention Courses
For Retention, CRM & CX practitioners.
The Retention Accelerator
- My full retention playbook
- Took 1000+ hours to create
- Includes execution support
- Leveraging 100+ case studies
- Proven systems, methods & techniques
- Fixed price: $12k, unlimited time across 12 weeks
- Begins with an assessment to identify optimisation opportunities
- Bespoke strategy developed for your business to optimise customer retention
Do I need to have a large team?
Do I need specific martech?
What do we need to get started?
Do you have resources to help us implement?
Try the Retention Blueprint Newsletter
Every Friday, get a free checklist, case study, proven method, system or technique to drive retention-led growth. Join The Retention Blueprint 📩 FREE
