10 guides on CRM & Retention — the frameworks, benchmarks, and playbooks we use running growth for D2C and B2B brands.
A meaningful share of subscription cancellations are cards that expired, not customers who left. Involuntary churn is the cheapest retention win available — and most brands never separate it from the real thing.
Not every brand needs a points-based loyalty program to treat its best customers differently. VIP tiering is a simpler, cheaper way to concentrate retention effort where the revenue actually is.
Most win-back flows default to an escalating discount ladder that trains customers to wait for the next markdown instead of buying at full price. Here's how to structure a win-back sequence that reactivates without eroding margin.
Most D2C brands treat returns purely as a margin problem to minimize. The brands with the best repeat purchase rates treat the return experience itself as a retention touchpoint — here's the difference.
Most D2C loyalty programs are glorified point trackers nobody redeems. Here's how to structure one that changes purchase behavior instead of sitting unused in a widget.
Subscriptions promise predictable revenue, but most D2C brands that launch them see high churn within 90 days. Here's how to build a subscription program with real retention — starting with the offer structure, through the cancellation flow.
Email gets all the attention, but SMS delivers 98% open rates and WhatsApp drives higher purchase rates than any other channel for certain D2C categories. Here's how to build both without burning your list.
Email is the highest-margin revenue channel available to D2C brands. If it's generating less than 30% of total revenue, you have a fixable problem — here's exactly how to fix it.
Most Klaviyo flows are set up once and forgotten. Here's how to build a retention engine with welcome series, abandoned cart, post-purchase, and win-back flows that drive real revenue.
Acquiring a new customer costs 5-7x more than retaining one. Yet most D2C brands spend 90% of their budget on acquisition. Here's how to flip that equation.
