Archive
Everything published under this topic.
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Your subscription churn is a CRM problem
Where retention breaks long before the customer notices.
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The customer journey gap nobody measures
The distance between what a business believes is happening and what customers actually experience.
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Win back is cheaper than acquisition, and almost nobody runs it
The customers who already know you are the most under worked group in most businesses.
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Turning customer service into a commercial function
Support is treated as a cost line. It is the only team that speaks to customers every day.
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Personalisation without a data foundation is theatre
The name in the subject line is not personalisation. It is a mail merge with ambition.