Moments of Truth

Data ScienceHierarchy of NeedsWin-backCancellationB2B RetentionBehavioural ScienceExperimentationAgentic AICACGrowthRetention-Led GrowthIncrementalityCase StudyCross-sellAcquisitionReducing ChurnARPUCRM MarketingNPSCustomer DataAIEpisode SummaryChatGPTChurn RateCustomer Lifetime ValueTacticsGamificationPersonalisationCommunityUpsellMeasurementDouble ProfitsOnboardingRetention MarketingMoments of TruthCustomer LoveOptimisationValue RealisationEarly LifeOrganisation
Reducing ChurnReducing Churn
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Episode 45 - Cross Functional Retention

Episode 45 - Cross Functional Retention

Tom Burrell
Reducing ChurnReducing Churn
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Episode 44 - The Hidden Cost of Reactive Retention

Episode 44 - The Hidden Cost of Reactive Retention

Tom Burrell
Retention-Led GrowthRetention-Led Growth
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Episode 39 - The Retention Power of Customer Communities

Episode 39 - The Retention Power of Customer Communities

Tom Burrell
Behavioural ScienceBehavioural Science
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Episode 37 - What are 'Moments of Truth' anyway?

Episode 37 - What are 'Moments of Truth' anyway?

Tom Burrell
Hierarchy of NeedsHierarchy of Needs
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Episode 33 - Understanding Customer Value Realisation

Episode 33 - Understanding Customer Value Realisation

Tom Burrell
AIAI
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Episode 23 - Personalisation & AI

Episode 23 - Personalisation & AI

Tom Burrell
Retention-Led GrowthRetention-Led Growth
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Episode 15 - Why Customer Data Is the Key to Retention-Led Growth

Episode 15 - Why Customer Data Is the Key to Retention-Led Growth

Tom Burrell
Customer Lifetime ValueCustomer Lifetime Value
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Episode 13 - How Improving Retention 5-10% Can Double Profits

Episode 13 - How Improving Retention 5-10% Can Double Profits

Tom Burrell
Retention-Led GrowthRetention-Led Growth
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Episode 1 - Where to Focus Your Customer Retention Efforts

Episode 1 - Where to Focus Your Customer Retention Efforts

Tom Burrell