They don’t.
→ Your welcome message isn’t a retention strategy.
→ Your month 1 check-in? Still not a retention strategy.
→ Your email marketing campaign isn’t a retention strategy.
→ Your boss saying they care about retention? Not even close.
A retention strategy means knowing exactly what your company is doing on day 1, day 30, day 180, day 240, and beyond.
Most companies don’t have that kind of clarity.
In fact, most lose sight of the customer after the first month.
Here’s how you fix that:
Months 1-4: CRISP
– Communicate constantly
– Reaffirm the value proposition
– Implement and simplify onboarding
– Support customers with training
– Prioritize service excellence.
Months 5-8: CARE
– Check-in and get feedback
– Audit billing and payments
– Resolve problems fast
– Ensure product reliability
Months 9-12: GROW
– Gauge and quantify value
– Reward loyalty
– Offer new innovative products
– Word-of-mouth: incentivize referrals
Get retention right.
Fix your business.
Increase LTV.
