Acquiring customers is expensive. Keeping them is where margins improve. What would happen if none of your customers left? Build feedback loops, long-term relationships, retention programmes that reduce churn, and upsell frameworks that grow account value without being pushy.
Most churn happens in the first 90 days when customers don't see value fast enough. Strong onboarding proves value early. Feedback loops surface problems before they become cancellations. Health monitoring spots at-risk accounts. Make retention systematic, not reactive.
See playbook
Acquiring new customers is expensive. Growing existing ones is profitable. Identify expansion opportunities from usage patterns and needs. Design clear upsell paths that feel natural, not pushy. Time offers to renewal cycles and milestones. Structure pricing that enables growth.
See playbook
Dashboard tool with fast connectors and scorecards, ideal for exec views and alerts when you need speed over deep modelling.
Spectacle shows which campaigns, content and channels create customers, with funnels and an audience hub that syncs high LTV segments to ad platforms.
All in one CRM with marketing, sales and service, strong when you want one system that teams adopt.
David H. Maister
A classic on leading expert teams. Balance sales, delivery and culture with numbers that keep the firm strong.
Keith J. Cunningham
A punchy book on decision quality. Use thinking time, write assumptions and avoid expensive mistakes.
Alex Hormozi
A practical guide to shaping offers that convert. Translate ideas into pricing, guarantees and copy you can test this quarter with real customers.
Mike Michalowicz
A simple system for selective growth. Identify winners, cut distractors and nurture the right segments.
Arm sales reps with competitive intelligence on one-page sheets covering competitor strengths, weaknesses, and effective counter-positioning for common objections.
Survey customers about satisfaction with specific interactions or products to catch problems early and identify what drives positive experiences worth replicating.
Proactively help customers achieve desired outcomes to drive retention and expansion by ensuring they extract maximum value from your solution.
Combine usage, engagement, and satisfaction signals into one metric that predicts churn risk so customer success teams prioritise accounts needing intervention.
Calculate the total revenue a customer relationship generates over its entire duration to guide acquisition spending and retention priorities.
Measure customer loyalty by asking how likely they'd recommend you to gauge satisfaction and identify promoters who drive referrals versus detractors risking churn.
Create single-page summaries of solutions or case studies that busy decision-makers can quickly scan to understand value without reading long documents.
Determine how to charge for products and communicate value to maximise willingness to pay whilst remaining competitive and supporting desired positioning.
Provide formal pricing for requested solutions to move qualified prospects toward purchase decisions with clear costs and terms they can review and approve.
Calculate what percentage of customers renew subscriptions to measure product-market fit and customer success effectiveness at delivering ongoing value.
Design presentation slides that guide discovery and demo conversations whilst reinforcing key messages visually so prospects retain information after meetings end.
Follow structured selling frameworks that provide consistent processes for qualifying, demonstrating value, and advancing opportunities through each pipeline stage.
Collect specific customer quotes about results achieved to provide social proof that overcomes scepticism more effectively than marketing claims buyers discount.
Track how customers interact with your product to identify power users, detect at-risk accounts, and guide feature development toward actually valuable capabilities.
Calculate what percentage of qualified opportunities close to measure sales effectiveness and identify whether poor conversion reflects targeting, process, or competition.
