🚨 We’re in H2 2025 — and here’s what the data says:
Companies spent billions on customer acquisition in H1 2025.
Yet up to 45% of new customers never return.
(First Page Sage, 2025)
On the flip side:
✦ Acquiring a new customer can cost 5× more than retaining one.
(Mailmodo, 2025)
✦ Loyal customers spend 67% more than first-time buyers.
(ThinkImpact, 2024)
✦ A 5% increase in retention can lead to a 25% to 95% increase in profits.
(@Harvard Business Review via Sprinklr, 2025)
The maths is brutal. We’re chasing new… while leaving repeat revenue on the table.
✦ The 5Rs of Retention™
A Proven Framework to Grow with Who You Already Have.
Every business can only grow in 3 ways:
➤ Acquisition (Get more new customers)
➤ Pricing (Charge more or improve monetisation)
➤ Retention (Keep customers longer and grow their lifetime value)
Done right, retention drives all three.
It boosts pricing power.
Reduces customer acquisition cost (CAC).
And unlocks referrals from happy clients.
Here’s how the 5Rs work:
① Roadmap
(aka Onboarding)
Show clients where they’re going — and how they’ll win.
🠚 A 30-day success plan helped one client reduce churn by 28%.
🠚 Think: how Canva walks you through creating your first design — and celebrates it.
🎯 Reduce buyer remorse and show ROI fast. Celebrate every visible win.
② Routine
Build habits. Stay front of mind.
🠚 A bi-weekly check-in + usage nudge improved renewal rates by 19%.
🎯 Borrow from social media: timely nudges, “We miss you” reminders and goal-aligned messages keep clients engaged.
③ Rave
Turn success stories into social proof.
🠚 We pair Net Promoter Score (NPS) surveys with review + referral prompts.
🎯 The moment someone gives you a 9 or 10? That’s your referral window.
④ Revenue Expansion
Make it easy to grow with you.
🠚 One client added £80K MRR (monthly recurring revenue) from 2 lifecycle-timed upsells.
🎯 Upsell when the value is obvious. Not when the contract is expiring.
⑤ Rescue
Catch the churn before it happens.
🠚 A proactive win-back playbook can recover up to 15% of lost revenue.
🎯 Silence isn’t satisfaction. It’s usually a signal. Reach out.
✦ 3 Quick Wins You Can Action This Week
☐ Get 3 video reviews from happy clients
→ Use them to attract leads and refine your messaging.
☐ Run a quiet retention review of all inactive or churning clients
→ One honest conversation can save the account and guide your roadmap.
☐ Consider a Retention Roundtable (voice-of-customer session)
→ We run these for PE, SaaS, and service firms — to surface the truth your dashboards can’t.
✦ Final Word
If you can afford to burn £10K/month on ads,
You can afford to build a client retention engine.
Because the real moat isn’t features, funnels, or funding.
It’s your ability to create trust faster than your competitors can build features.
And that’s what we help teams do.
Intentionally. Strategically.
With measurable ROI.
➤ Or DM me “5Rs” and I’ll show you where the leaks are.
—
Because more leads won’t fix a leaky business.
