Contact management

Organise customer and prospect information to track relationships, communication history, and next steps without losing context or duplicating effort.

Contact management

Contact management

definition

Introduction

Why it matters

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Growth leadership

How do you make all four engines work together instead of in isolation?

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Data & dashboards

Data & dashboards

Build the dashboards and data pipelines that show your growth engines in one view so you can spot bottlenecks and make decisions in minutes, not meetings.

Growth team tools

Growth team tools

The wrong tools create friction. The right ones multiply your output without adding complexity. These are the tools I recommend for growth teams that move fast.

Review and plan next cycle

Review and plan next cycle

Analyse last cycle's results across all twelve metrics, identify the highest-leverage improvements, and set priorities that compound into the next period.

Revisit quarterly

Revisit quarterly

Pressure-test your strategy against market shifts, performance data, and team capacity so your direction stays relevant and ambitious.

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Visitor identification

See which companies visit your website, even if they don't fill out a form. Prioritise outreach based on buying signals.

Wiki

Deep Work

Block extended time for cognitively demanding tasks requiring sustained focus, maximising valuable output whilst minimising shallow distractions.

Churn rate

Measure the percentage of customers who stop paying to identify retention problems and calculate the true cost of growth in subscription businesses.

Multi-touch attribution

Distribute conversion credit across multiple touchpoints to recognise that customer journeys involve many interactions and channels working together.

Minimum viable test

Design experiments that answer specific questions with minimum time and resources to maximise learning velocity without over-investing in unproven ideas.

Referral marketing

Turn satisfied customers into active promoters who systematically bring qualified prospects into your pipeline at near-zero acquisition cost.

Objectives and Key Results (OKRs)

Set ambitious goals and measurable outcomes that cascade through your organisation, creating alignment and accountability for strategic priorities.

Hypothesis testing

Structure experiments around clear predictions to focus efforts on learning rather than random changes and make results easier to interpret afterward.

Last-touch attribution

Assign full conversion credit to the final touchpoint before purchase to identify which channels close deals but miss earlier influences that started journeys.

Pareto Principle

Focus effort on the 20% of activities that drive 80% of results, systematically eliminating low-yield work to maximise output per hour invested.

Event tracking

Capture specific user actions in your product or website to understand behaviour patterns and measure whether changes improve outcomes or create friction.

Email sequence

Automate multi-touch email campaigns that adapt based on recipient behaviour to nurture leads consistently without manual follow-up from reps or marketers.

Stakeholder Management

Navigate competing priorities and secure buy-in by systematically understanding, influencing, and aligning internal decision-makers toward shared goals.

Annual Recurring Revenue (ARR)

Track predictable yearly revenue from subscriptions to measure business scale and growth trajectory in B2B SaaS and recurring revenue models.

Pirate metrics

Track your user journey through Acquisition, Activation, Retention, Referral, and Revenue to identify which stage constrains growth most.

Customer data platform

Unify customer data from every touchpoint to create complete profiles that power personalised experiences across marketing, sales, and product.

Attribution model

Assign credit to marketing touchpoints that influence conversions to understand which channels work together and deserve budget in multi-touch journeys.

Activity tracking

Log emails, calls, and meetings automatically to understand what drives deals forward and coach reps based on actual behaviour rather than guesswork.

Total Addressable Market (TAM)

Estimate the maximum revenue opportunity if you captured 100% market share to size your opportunity and prioritise which markets to enter first.

OMTM (One Metric That Matters)

Focus your entire organisation on the single metric that best predicts success at your current growth stage, avoiding distraction and misalignment.

Growth drivers

Identify the fundamental factors that directly cause business expansion, concentrating resources on activities that generate measurable results.