Phase 6 · Delivery & Customer Experience · Value Customers Can Feel
Retention Strategy
Acquiring a customer costs five to seven times more than keeping one · which is why retention is the highest-leverage growth strategy most businesses ignore.
We design the retention strategy that keeps customers long after the initial sale · through value reinforcement, relationship building, structured success programmes, and intelligent intervention before churn happens.
The Pain We Solve
You may recognise yourself in one of these.
Three audience scenarios · because the same service produces a different transformation depending on where you are in the business journey.
Scenario 1
The startup with monthly churn that compounds
Each month's churn rate looks small · and the compounding effect is enormous. Retention has not been formally engineered.
Scenario 2
The SME losing customers to silent disengagement
Customers do not officially leave · they just stop engaging, stop buying, and eventually move on. The slow erosion has never been formally addressed.
Scenario 3
The enterprise with renewal-process problems
Renewals are decided at the last minute · sometimes lost because the relationship was not nurtured in the year leading up to them.
The Impact It Creates
The Moment You Will Feel the Difference.
Churn drops and lifetime value extends
Customer-success programmes catch at-risk accounts early
Renewals become predictable rather than dramatic
Customer-base value compounds quarter over quarter
What You Receive
The Specific Deliverables.
Tangible outputs · documented, dated, and yours to keep.
- Retention strategy and customer-success operating model
- Customer-segmentation and health-scoring framework
- Early-warning system for churn risk
- Renewal and expansion playbooks
- Customer feedback and engagement programmes
- Retention KPIs and dashboard
The Outcome
Where You Will Be on the Other Side.
Customer retention becomes a measured, managed, improving function of the business · which is the most efficient growth strategy available. The customer base becomes an appreciating asset rather than a leaky bucket.
Investment & ROI
Pricing Engineered Around the Value You Create.
Every engagement is sized against the value we believe we can create with you · the fee is always a fraction of the outcome. Four tiers · so the investment matches your stage of business.
Tier 1
Foundations
£5,000 – £15,000
Right for
Pre-startup, startup, and micro-business founders ready to build on evidence rather than instinct.
Typical Value Created
£100K+ in retention savings, NPS lift, and reduced churn
Engagement
4 – 8 weeks
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 2
Acceleration
£15,000 – £50,000
Right for
Growing SMEs and established small businesses ready to scale a working model into the next revenue band.
Typical Value Created
£500K – £5M in customer-lifetime-value expansion and operational efficiency
Engagement
8 – 16 weeks
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 3
Transformation
£50,000 – £250,000
Right for
Medium enterprises and scale-stage businesses ready to commit to a multi-quarter, organisation-wide shift.
Typical Value Created
£2M – £20M in customer-base appreciation and recurring-revenue protection
Engagement
3 – 9 months
Target Return
5 – 10× ROI
within 12 – 18 months
Tier 4
Enterprise
£250,000 – £2M+
Right for
Large enterprises, global operators, and complex organisations ready for a multi-year strategic partnership.
Typical Value Created
£10M+ in customer-economics transformation, retention infrastructure, and renewal scale
Engagement
12 months and onward
Target Return
5 – 10× ROI
within 12 – 18 months
Why We Price This Way
Every engagement is sized around the value we believe we can create with you. The fee is always a fraction of the outcome · typically 10 – 20% of the expected first-year return.
This is how we make sure pricing aligns with results. The conversation is never “what does this cost?” · it is always “what is this worth to your business?” We answer that together in the first call, transparently, and decide the right tier from there.
If we cannot articulate a credible 5–10× return for your specific situation, we will tell you in the first call. That honesty is part of why our clients trust us with the work that matters most.
Why This Conversation Matters
“The fastest path to growth is not finding more customers · it is keeping the ones you already have. The math is in your favour · the work is in actually doing it.”
A 90-minute structured strategy session · produces a usable roadmap whether you engage further or not.
More in Phase 6