A systematic approach to keeping clients engaged and preventing churn.
A systematic approach to keeping clients engaged and preventing churn.
A retention strategy encompasses all initiatives designed to keep clients satisfied and renewing. It includes onboarding excellence, consistent delivery, proactive communication, relationship building, and early intervention when warning signs appear.
Most agencies lack a formal retention strategy, reacting to churn rather than preventing it. Proactive retention is far more effective and less expensive than reactive recovery. A good strategy identifies at-risk segments and intervenes before problems become cancellations.
Retention strategy components: Structured onboarding process, monthly health score review, QBR program for top clients, win-back campaign for at-risk clients, exit interviews for churned clients.
Angelwood provides the visibility, health scoring, and communication tools needed to execute an effective retention strategy.
Explore related concepts
The percentage of clients an agency keeps over a specific period, typically measured annually.
A composite metric that predicts client satisfaction and churn risk based on engagement signals.
The percentage of clients who stop working with an agency during a specific period.