The Customer Retention Playbook
The steps covered in this guide
Customer retention as the cornerstone of growth
Did you know it costs seven time more to acquire a new customer than to retain an existing one?
Customer retention is the key to sustainable growth and profitability, especially in B2B businesses where long-term relationships drive success.
With an AI-powered CRM, you can turn retention into a measurable, manageable, and scalable strategy.
1. Why customer retention matters
Retaining customers is about more than just preventing churn—it’s about maximizing customer lifetime value (CLV) and turning satisfied customers into advocates.
2. Understanding the customer lifecycle
To retain customers effectively, you need to understand their journey.
An AI-powered CRM allows you to map and analyze the customer lifecycle in real-time. Key lifecycle stages include Reach, Acquisition, Conversion, Retention & Loyalty.
3. Building a retention strategy
A strong retention strategy focuses on personalization, proactive support, and value delivery. You can do it by segmenting your audience, proactive engagement and delivering consistent value.
4. Retention metrics
Retention isn’t just about maintaining relationships—it’s about measurable impact. Use your CRM to track key metrics include Churn Rate, Customer Lifetime Value, Net Promoter Score and Repeat Purchase Rate.
The Customer Retention Playbook
Unlock the strategies that successful businesses use to keep their customers coming back. This playbook dives into proven CRM techniques, from creating personalised follow-ups to leveraging automation for exceptional customer service. Whether you're B2B or B2C, this guide will help you maximise lifetime value and transform one-time buyers into lifelong advocates.