The Retention Blueprint

Actionable retention insights: proven frameworks, real-world case studies and AI-enabled techniques that stand up in the boardroom.

Trusted by 3,885+ retention leaders at recurring-revenue enterprise brands like Amazon, Vodafone, Sky, Sony, Bloomberg, The Financial Times, The Economist, Entain, Which?, Adobe, Chelsea FC and many others.

The archive

Every issue of The Retention Blueprint, 109 in total. Search by title or filter by topic.

14 July 2026

Episode 94 - Bellingham, Uber and Agentic CRM

How Uber & Netlfix run agentic CRM

Invite Only Event

8 July 2026

Invite Only Event

Invite only. Up to 10 brands, six already in.

1 July 2026

Episode 93 - Agentic CRM Webinar Full Recording

The five ideas from last Thursday's CRM 3.0 session that matter most.

13 June 2026

Episode 92 - How to actually deliver one-to-one CRM

How to actually do one-to-one CRM

3 June 2026

Episode 91 - Your churn model is firing too late

Stop predicting churn. Start detecting drift.

13 May 2026

Episode 90 - Agentic CRM 3.0 for iGaming

Agentic CRM 3.0 in igaming

29 April 2026

Episode 89 - Agentic CRM 3.0: The Architecture

Behavioural fingerprints, defined action spaces, and what CRM 3.0 architecture actually looks like.

13 April 2026

Episode 88 - You’ve hit the CRM ceiling. Now what?

The problem isn't your programme. It's the architecture underneath.

31 March 2026

Episode 87 - Welcome to CRM 3.0. It's agentic.

Seven live conversations. Here's what I'm seeing.

18 March 2026

Episode 86 - Retention AI Maturity Model + Build In Public Progress Update + Course Announcement

Embeddings, assisted agents, and what comes after

18 March 2026

Framework 5 : Retention AI Maturity Model

27 February 2026

Episode 85 - Why retention plateaus + build in public

Framework 4: The Retention Hierarchy of Needs.

27 February 2026

Framework 4 : The Retention Hierarchy of Needs

15 February 2026

Episode 84 - Agentic AI & Retention in 2026

Where agents sit in the modern stack

28 January 2026

Episode 83 - What breaks retention before you see it

Moments of truth and behavioural drivers

28 January 2026

Framework 3 : Moments of Truth & behavioural drivers - Case Studies from Netflix, Amazon & LinkedIn

26 January 2026

Amazon AWS Podcast Appearance

16 January 2026

Episode 82 - CRM creates leverage, but base management determines outcomes

16 January 2026

Framework 2: Base Management & Lifecycle + Duolingo Case Study

2 January 2026

Episode 81 - The reasons retention breaks in large organisations

2 January 2026

Framework 1 : Retention is an Ecosystem + T-Mobile Case Study

An invitation for readers who want CRM to drive impact

1 January 2026

An invitation for readers who want CRM to drive impact

Offer valid until Sunday 4th Jan

19 December 2025

Episode 80 - What Drives Retention

Get my Christmas gift - the retention diagnostic

12 December 2025

Episode 79 - Missed These?

A quick rundown of the last five episodes.

5 December 2025

Episode 78 - Martech for 2026

I condensed the 38,034-word Martech for 2026 report into the essentials for retention teams.

26 November 2025

Episode 77 - The Four Reasons Your Customers Churn

Black Friday Special + 4 universal reasons customers churn & 6 behavioural mechanisms

20 November 2025

Episode 76 - Do You Want to Be a Retention Mastermind?

A candid look at the journey, what's scaling in 2026, and why your feedback matters now.

31 October 2025

Episode 75 - Emotion by Design: The Power of Small Details in CRM UX

Emotion decides behaviour. Behaviour drives retention.

31 October 2025

Episode 74 - The Behavioural Science Edge: How Smart CRM Marketers Win Black Friday (and Beyond)

Learn the behavioural edge that turns one-day promos into lasting growth.

27 October 2025

Episode 73 - Missed These? Six Retention Episodes to Get You Up to Speed

Master CRM in one evening + 6 episodes

24 October 2025

Episode 72 - The Real State of Agentic AI in Retention

Weak foundations = weak AI. How to get your retention house in order.

17 October 2025

Episode 71 - Building Your 90 day Retention Sprint

How to identify quick wins and execute them fast - 90 day sprint plan to retention improvements

8 October 2025

Episode 70 - The Compounding Impact of Retention

How retention compounds revenue and margin

28 September 2025

Episode 69 - Your Retention Organisation Optimisation Checklist: Why It Matters and How to Do It

Your retention organisation checklist

25 September 2025

Episode 68 - Your Moments of Truth Optimisation Checklist

19 September 2025

Episode 67 - The One Question That Saves Netflix Millions in Lost Subscribers

How 302M subscribers stay hooked on Netflix from day one

14 September 2025

Quick Note: Episode 3 of the Customer Retention Show Podcast Just Dropped

Episode 3 of the Customer Retention Show Dropped Today

5 September 2025

Episode 66 - Catch Up?

Summary of previous 5 episodes

5 September 2025

Episode 65 - Driving Retention in Betting & Gaming

Preview of Episode 3 of the Customer Retention Show Podcast covering the drivers of retention in betting & gaming

28 August 2025

Episode 64 - AI Customer Retention Trends

The latest insights from McKinsey, Deloitte, and more.

15 August 2025

Episode 63 - Avoiding Spam

Why emails land in spam and the 5-step fix

27 June 2025

Episode 62 - Multi-Experience Controlled Experiments

Same customers, same holdout group across CRM, product & service. Bigger impact, faster statistical confidence, proven ROI

27 June 2025

Episode 61 - UK Data Protection Changes

Cookie consent relaxed, opt-out marketing confirmed, SAR rules simplified - expert Joe Gaunt breaks down what matters

21 June 2025

Episode 60 - Catch Up

Episodes 55-59 summarised: Why most brands suck at CRM + the data-backed strategies that actually work

21 June 2025

Episode 59 - CRM Marketing Performance Benchmarks

Compare your email, push & SMS performance against 7 industries.

20 June 2025

Episode 58 - How to Fast Track CRM Marketing Performance

How to measure true CRM marketing impact and drive meaningful engagement.

20 June 2025

Episode 57 - The Real Role of Segmentation & Personalisation in CRM Marketing

CRM Marketing personalisation only works if it's contextually right.

20 June 2025

Episode 56 - CRM Marketing at Moments of Truth

Align CRM Marketing to Moments of Truth

20 June 2025

Episode 55 - CRM Marketing Heuristics

The hidden science behind CRM Marketing that actually works

23 May 2025

Episode 54 - Catch Up?

Catch up episodes 49 - 53

16 May 2025

Episode 53 - Agentic AI Part 3: Organisation

Why controlled failure is essential for retention-led growth in 2025

16 May 2025

Episode 52 - The Birthday Edition

Its the Retention Blueprints 1st Birthday, this episode unpacks the most popular concepts from the first year

16 May 2025

Episode 51 - Agentic AI Part 2: Retention Use Cases

10 game-changing ways autonomous AI will revolutionise customer retention

16 May 2025

Episode 50 - Agentic AI Part 1: Definitions & Growth

Discover how autonomous AI will transform your retention workflows

11 May 2025

Episode 49 - Retention in B2B SaaS

3 industry experts share proven strategies for retention in B2B SAS in the latest episode of the customer retention show

27 April 2025

Episode 48 - Catch Up?

Summary of episodes 43-47

27 April 2025

Episode 47 - Preventing Early-Stage Churn

The onboarding tactics that triple long-term retention rates

13 April 2025

Episode 46 - Becoming the Default Choice

How to become the preferred option, even when you charge more than the competition

13 April 2025

Episode 45 - Cross Functional Retention

Build the right teams, share the right goals, and retention will follow.

6 April 2025

Episode 44 - The Hidden Cost of Reactive Retention

Waiting for churn before you act? That’s not strategy—it’s survival mode. Here’s a better way.

4 April 2025

Episode 43: Retention Economics

Prove the financial impact of your retention initiatives and gain buy-in for retention investment.

28 March 2025

Episode 42 - Catch Up?

Summary of previous 5 episodes: Learn why customers stay, the power of emotional connection, and breakthrough retention techniques

21 March 2025

Episode 41 - Identifying Churn Early Warning Signs

How to build an early warning system that targets the real causes of churn

14 March 2025

Episode 40 - Gamification for Retention

Gamification examples from Duolingo, Tinder, LinkedIn, SkyBet and more

6 March 2025

Episode 39 - The Retention Power of Customer Communities

Episode 39: Learn how Peloton, Sephora & Amex use communities to drive long-term customer value

23 February 2025

Episode 38 - Who’s Responsible for Retention?

Insights on structuring your org for better customer retention

17 February 2025

Episode 37 - What are 'Moments of Truth' anyway?

Explore how to improve retention by optimising moments of truth

7 February 2025

Episode 36 - Catch up on what you missed

Summary of previous 5 episodes

6 February 2025

Episode 35 - Behavioural Science II

With learnings from IKEA, Netflix and Apple

30 January 2025

Episode 34 - Behavioural Science I

The automatic vs. rational decision system

23 January 2025

Episode 33 - Understanding Customer Value Realisation

The game-changing perspective top brands are adopting

16 January 2025

Episode 32 - Personalisation, Growth and AI

71% of customers expect brands to know them

9 January 2025

Episode 31 - The Psychology & Practicalities of Referrals

Discover the strategies behind Tesla’s 40X ROI from referrals.

1 January 2025

Episode 30 - Summary of the Previous 5

Episode 30 summarises five must-read strategies, plus the debut of my podcast with insights from LA Times, L'Équipe, and more.

1 January 2025

Happy New Year!

Brand new CRM course launches today!

19 December 2024

Episode 29 - Twelve CRM Marketing Top Tips

I've learnt what works and what doesn't

18 December 2024

Episode 28 - Retention in Publishing

19 retention lessons

8 December 2024

Episode 27 - The Retention Maturity Curve

The retention maturity curve

3 December 2024

Episode 26 - Customer Lifetime Value: Are you measuring right?

How to calculate CLV & mistakes to avoid

24 November 2024

Episode 25 - The Retention Power of Customer Centricity

7 Customer Centricity Principles & 7 Case Studies

17 November 2024

Episode 24 - Fast-Track Experimentation, The Retention Hierarchy of Needs, New Laws, Maximising Winback & Personalisation

Summary of previous 5 episodes

10 November 2024

Episode 23 - Personalisation & AI

Fireside chats with two industry leaders

3 November 2024

Episode 22 - Maximising Winback

Proposition, Behavioural Science & Photobook Case Study

27 October 2024

Episode 21 - New Cancellation Laws for Subscription Brands

US & UK Click to Cancel Law, How Netflix got it wrong, Minnesota Star & Tribune

20 October 2024

Episode 20 - The Retention Hierarchy of Needs

Tactics to keep customers acquired on a low price trial

14 October 2024

Episode 19 - How to Fast-Track Retention Performance Improvements

Accelerate experimentation

10 October 2024

Episode 18 - Boost Profits, Cut Churn & Maximize Growth

Boost Profits, Cut Churn, Maximise Growth

9 October 2024

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7 October 2024