Services

Retention Diagnostic

For brands that are busy with CRM but cannot say what is working, or where customers are being lost.

What you getA clear picture of where you are losing customers and revenue, each leak sized in money, and a prioritised action plan your team can start on the next day.

1. Review your order, customer and CRM data.
2. Analyse cohorts, repeat rate and churn to locate the leaks.
3. Audit lifecycle flows and campaigns against that data.
4. Present the sized opportunities and the three fixes to do first.

Rapid Impact Plan

For teams that want the problems fixed, not only found.

What you getWorking lifecycle journeys that are live, a way to measure retention and CRM revenue, and a 12-month roadmap your team can run without me.

1. Days 1–30: diagnose revenue leakage and activate quick wins.
2. Days 31–60: rebuild the key lifecycle journeys and set up measurement.
3. Days 61–90: embed the operating rhythm and hand over a roadmap.

See the full 90-day plan

Loyalty Program Health Check

For retailers and brands with a loyalty program that grew members but not margin, or who are planning a new one.

What you getA program model that shows what loyalty really costs and returns, and a redesign plan with the numbers to take to your board.

1. Model program economics: earn, burn, liability and cost per active member.
2. Segment members and track movement between tiers.
3. Review benefits and mechanics against what members actually value.
4. Recommend tier, reward and segment changes with a business case.

Incrementality Audit

For teams whose CRM reports look good, but whose finance director still asks what would have happened anyway.

What you getProof of what CRM truly adds to revenue, so you can defend the budget, scale what works and stop paying for what does not.

1. Review how CRM results are measured today.
2. Design control groups for your main flows and campaigns.
3. Run the tests and read the results.
4. Report true incremental revenue: what to scale and what to stop.

Fractional Head of CRM

For growing companies that need senior CRM leadership but are not ready for a full-time hire.

What you getA complete CRM function without the full-time cost: strategy, execution and reporting owned by one senior person, with results you can see every month.

1. Understand your customers: data review, segmentation and value analysis.
2. Set the CRM strategy, roadmap and KPIs with your leadership.
3. Design and build the lifecycle flows that matter most, from welcome to win-back.
4. Plan the campaign calendar and direct your team or agency to deliver it.
5. Measure every month: retention, repeat rate and CRM revenue, with control groups.
6. Improve continuously, and report results and next steps to leadership each quarter.