Episode 30 - Summary of the Previous 5

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📰 Top Story: Summary of Previous 5 Episodes

Episode 25 - The Retention Power of Customer Centricity 

Customer-centricity isn’t just a buzzword - it’s a proven strategy for unlocking retention-led growth. Brands that prioritise customer needs consistently outperform their competitors, as Fred Reichheld’s Winning on Purpose illustrates: NPS leaders outpaced the stock market from 2011–2020 by delivering exceptional retention. Discover the 7 principles of customer love.

Episode 26 - Customer Lifetime Value - are you measuring right? 

Customer Lifetime Value (CLV) is one of the most crucial yet misunderstood retention metrics. CLV isn’t just a backward-looking calculation; it’s a predictive metric capturing the net present value of future cashflows attributed to your existing customers. This includes transaction volume, profit margins, tenure, upsell potential, referral impact, and a discount factor to account for the time value of money. In an interview with Mike Miligore, the “Customer Value Guy,” Mike emphasizes CLV’s importance in guiding strategic and tactical decisions, from investment planning to upsell programs.  

Episode 27 - The Retention Maturity Curve  

This episode explores the Retention Maturity Curve - a framework designed to assess your organisation’s retention practices and mindset as you evolve from acquisition-focused beginnings to customer-centric mastery. The curve spans five levels: from Immature (start-ups focused on growth with minimal retention strategies) to Excelling (leaders like Amazon and Spotify, who deliver seamless, value-driven experiences and earn extraordinary loyalty).  

Episode 28 - Retention in Publishing   

This episode was written shortly after recording the first episode of the Customer Retention Show. With experts from the L.A. Times, L’Équipe, ProsperStack, and The Audiencers, the newsletter episode dives into what drives retention in publishing.  

Or watch the first episode of the *Customer Retention Show*

Episode 29 - Twelve CRM Marketing Top Tips

This episode covers twelve CRM Marketing tips to celebrate the launch of my new CRM Marketing course. 

CRM Marketing Strategy Course 2.0 

Do you want to improve your CRM Marketing impact? 

If you read this newsletter you probably do if you are in a CRM role. 

For under $120 US, you can get my best tactics and strategies in my brand new CRM Marketing course. 

This course stands on the shoulders of giants and includes learnings from experts with deep experience in behavioural science, habit formation, creativity, data and personalisation, alongside my 25 years of experience of working with brands like Coke, Mastercard, J&J, Man Utd, DAZN and 30 others.  

All this knowledge is condensed into 2 hours 20 minutes of on-demand video with proven techniques you can copy and immediately become a CRM hero. 

If you want to make a massive impact, check it out.  

Early bird 20% discount expires on Sunday 5th Jan. $119 vs $149. 

Visit the landing page for a detailed breakdown of whats included in each module. 

That’s it for this week.

Until next week,

Tom

Do you need help with Customer Retention?

When you are ready, contact me to discuss consulting, my fast-track retention accelerator, courses, and training. Or if you are interested in sponsoring this newsletter, get in touch via [email protected]