If it isn’t, you don’t understand retention.
Here’s how you can make it happen:
Months 1-4: CRISP
→ Communicate constantly to build trust.
→ Reaffirm your value proposition early.
→ Implement simple and seamless onboarding.
→ Support customers with training.
→ Provide exceptional customer service.
Months 5-8: CARE
→ Check in regularly and gather feedback.
→ Audit billing and payment systems for accuracy.
→ Resolve issues quickly.
→ Ensure ongoing product and service reliability.
Months 9-12: GROW
→ Quantify ongoing value for your customers.
→ Reward the best customers.
→ Offer innovative products and services.
→ Word-of-mouth: incentivize advocacy and referrals.
The CRISP framework:
☑️ CRISP communication builds the foundation.
☑️ CARE deepens the relationship.
☑️ GROW turns customers into advocates.
It costs more to acquire a customer than to keep one.
Get retention right.
