Customer Growth Review Pre-Call Brief

First Name

Last Name

Phone Number

Business name

Business Industry

Role

Website

How long has the business been operating?

Under 1 year 1 to 3 years 3 to 7 years Over 7 years

Who currently manages your marketing?

I manage it myself We have a dedicated marketing person or manager We have a marketing team of two or more We use an external agency or freelancer A combination of internal and external No one is currently managing it formally

Describe your current customer base.
How many customers do you have, how long have they been with you, and how would you describe the health of those relationships?

What are you currently doing to retain and grow existing customers?
Loyalty programmes, communications, account management, events, gifting - whatever exists. Be honest about what is deliberate and what is ad hoc.

What is the retention or growth problem you are experiencing?
Churn, flat repeat purchase, low referral rate, disengaging customers, or something else.

How connected is your retention activity to a commercial objective?

Fully connected - we measure retention against revenue outcomes Partially - some metrics exist but not consistently tracked Not really - retention is managed by feel and habit Not at all - we have not examined it formally

Anything else we should know before the call?

Customer Growth Review

Before we speak, we want to understand your current customer base and what is happening with retention and growth from existing relationships.