Customer Retention Strategy Consultant — Reduce Churn & Grow Lifetime Value
I help e-commerce and SaaS businesses stop losing customers they already have — by building lifecycle strategies, segmentation models, and re-engagement programs grounded in data.
Request a Proposal →Why Customer Retention Is Your Highest-Leverage Growth Lever
Acquiring a new customer costs 5–7x more than retaining an existing one. Yet most marketing budgets are overwhelmingly skewed toward acquisition. A strong retention strategy doesn't just cut churn — it compounds: higher LTV, more predictable revenue, and a customer base that grows through word of mouth.
I use behavioural segmentation, RFM analysis, and omnichannel lifecycle programs to identify exactly why customers are leaving — and build the systems that keep them. At Grupo Sacada, I redesigned audience segmentation from scratch, reducing churn and significantly improving repeat purchase rates across 14 omnichannel journeys.
Retention Services
Customer Retention Audit
A structured analysis of your churn data, purchase frequency, and customer journey — identifying exactly where and why customers are dropping off, and what to fix first.
RFM Segmentation & Strategy
Segment your customers by Recency, Frequency, and Monetary value to prioritise retention efforts, personalise messaging, and focus resources on the segments that matter most.
Lifecycle Program Design
Map and build the full customer lifecycle — from onboarding and first purchase to loyalty and win-back — with clear triggers, personalised messages, and measurable KPIs at each stage.
Win-Back & Re-Engagement Campaigns
Identify lapsed customers before they churn permanently and re-activate them with targeted, incentive-driven sequences delivered at the right moment across email, SMS, and WhatsApp.
Loyalty & LTV Growth Strategy
Build the systems that keep your best customers buying — loyalty programs, post-purchase flows, VIP tiers, and cross-sell sequences that increase purchase frequency and basket size.
Frequently Asked Questions
How do you identify why customers are churning?
I start with a structured data audit — looking at purchase frequency, recency, engagement metrics, and cohort analysis. This tells us exactly where in the lifecycle customers are dropping off and what behavioural patterns precede churn, so we can intervene before it happens.
What is RFM analysis and why does it matter for retention?
RFM stands for Recency, Frequency, and Monetary value — three dimensions that together predict a customer's future behaviour better than any single metric. By segmenting customers by RFM score, you can focus retention resources on the segments at risk and personalise messaging for each tier.
How quickly can we expect to see results?
Quick wins — like re-engagement flows and win-back campaigns — can show measurable impact within 4–8 weeks. Structural changes to the customer lifecycle typically compound over 3–6 months as the programs mature and optimise.
Is this relevant for SaaS businesses as well as e-commerce?
Yes — retention strategy applies to any business with recurring or repeat customers. For SaaS, the focus shifts to engagement, feature adoption, and renewal — but the underlying lifecycle logic is the same. I have experience across both verticals.