Services · CRM

CRM that keeps the customers you already paid for.

Acquisition gets the budget; retention usually earns the margin. I design CRM and automation that shorten sales cycles, keep clients longer and give sales teams information they use.

Request a growth audit
Contact me

What I look at first

The questions behind the numbers

  • What happens to a lead after it enquires, and how long it waits
  • Lifecycle stages, and the handover between marketing and sales
  • Data quality: duplicates, gaps and fields nobody fills in
  • Automation that exists compared with automation that works
  • Retention and churn by segment

Platforms: Salesforce, HubSpot, Marketo, Pardot, Microsoft Dynamics and Eloqua.

Evidence

Superannuation fund$30Min savings from a customer-centric retention process.RoleCreated the retention process.Client result from my own records. Client name withheld.
Protect Your Super2xindustry-average member engagement with the fund’s response to the legislation.RoleDeveloped and designed the response.Client result from my own records. Client name withheld.
Deloitte AustraliaWonthe business case for the firm’s CRM migration to Salesforce.RoleBuilt the case as business owner for CRM and Marketo.Deloitte, 2013–2016.

Typical verdicts

What an audit in this area often finds

  • BackNurture for leads that are qualified but not ready to buy.
  • FixHandover rules that lose enquiries between marketing and sales.
  • TestRetention offers for customers showing early signs of leaving.
  • StopNewsletters sent to everyone with nothing new to say.

Common findings across engagements, shown as examples. Your audit will have its own.

What you get

Deliverables

  • CRM and automation audit
  • Lifecycle and lead management design, agreed with sales
  • Data clean-up plan and governance
  • Retention programme with measures of success
  • Platform selection or business case where a change is needed

Related case studies

CRM in practice

Superannuation

A super fund: retention worth $30M

$30M in savings from a retention process

Designed a member response to the Protect Your Super legislation and a customer-centric retention process.

  • CRM
  • Strategy
  • Analytics
Engineering consultancy

TSA Riley: a rebrand during rapid growth

Almost 4x growth to 1000 people in four years

Led the 30-person global marketing, bids and business development function through the move from TSA Management to TSA Riley.

  • Branding
  • Strategy
  • CRM

Other services

Service

SEO

Organic search judged by the enquiries and sales it brings, with content your team can keep up.

Service

Paid Media

Google, Meta and LinkedIn spend that is tested before it is scaled, and moved to whatever returns.

Service

Analytics

Tracking you can trust, attribution you can defend and reporting a board can read in two minutes.

Service

Strategy

Positioning, go-to-market and marketing plans that say where growth will come from and what it costs.

Service

Branding

Value propositions and identities your own people can explain and your customers remember.

Bring your last quarter’s numbers.

We’ll work out what’s earning its keep, what’s stuck and what to stop funding.

Request a growth audit
Contact me