11 guides on CRM & Retention — the frameworks, benchmarks, and playbooks we use running growth for D2C and B2B brands.
Retention programmes usually get measured on repeat rate and LTV, both of which take months to move and months to read. Second-purchase rate moves faster, reads cleaner, and tells you most of what the others will say later.
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 gets read faster and WhatsApp can drive higher purchase rates than email for certain D2C categories. Here's how to build both without burning your list.
Email is one of the highest-margin revenue channels available to D2C brands. If it's a small slice of your revenue, you likely 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.
