Amazon AWS Podcast Appearance

In this podcast for Amazon AWS, I cover my journey, customer lifetime value, onboarding, personalisation, challenges in recurring revenue models, data-driven retention strategies, AI and more.

In the words of the Amazon AWS team; “If you're looking to improve your subscription business or deepen customer loyalty, this conversation is packed with valuable tips and strategies."

00:00 - Introduction: Meet Dwyane Browne and Tom Burrell

00:40 - My Journey in Retention

01:27 - How CRM and Personalisation Have Evolved

03:00 - Challenges in Recurring Revenue Models

04:13 - Focusing on Customer-Centric Strategies

05:06 - Maximising Retention for High-Value Customers

07:26 - Focussing on the Right Customers at the Right Moments

09:51 - Personalising Customer Engagement

12:18 - Understanding and Measuring CLV Correctly

14:21 - Data-Driven Retention Strategies

17:05 - Differentiated Service & CX

18:40 - Martech and Identifying the Data You Truly Need

20:48 - Why Moments of Truth Are Key to Retention

22:09 - Why Bad Profits Damage Your Business

25:37 - Generative AI and Customer Retention

29:40 - Importance of Customer Onboarding

31:46 - Embedding Your Brand Into Your Customers Lives

32:57 - The Biggest Retention Risk - Customer Alienation

If these are the types of challenges you are facing, feel free to DM me on LinkedIn or book a call.