The cheapest customer is the one you already have
Retention is where most of the growth budget should be going and usually isn't, because a repeat customer's acquisition cost has already been paid.
A single post-purchase discount email is not a retention programme. A retention programme segments customers by purchase behaviour and lifecycle stage, and sends each segment something relevant to where they actually are — not the same broadcast to everyone on the list.
CRM data quality is usually the real constraint here, not creative or channel choice. We audit what's actually being captured about a customer at each touchpoint before building the lifecycle programme on top of it.
Email and SMS are treated as one retention channel with two formats, not two separate calendars competing for the same customer's attention in the same week.
What this includes
- CRM audit and lifecycle segmentation by purchase behaviour
- Email and SMS retention programmes mapped to lifecycle stage, not a single blanket calendar
- Win-back and churn-risk flows triggered by actual behaviour signals
- Repeat purchase rate reporting broken out by cohort, not blended
Not sure this is the right fit yet?
Book a growth consultation and we'll tell you plainly which part of the engine actually needs attention.
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