Boost client retention before they sign—here’s how
And turn more leads into lifelong customers.
Martin Pietrzak, CEO of Pinch Marketing, shared his approach, which resulted in a 4% increase in retention rates—worth millions to his client.
"We introduce these time-based type of communications depending on where they are in that cycle. So if they prior to signing, we told them, hey. That's what's coming. Once they signed, they said, hey. Here's how you log in... And what we found is that those individuals who signed up the quickest, they learn how to use the product the quickest... they had a much higher retention rates for those who just left to their own devices."
This same approach applies to lead generation as well. Educating first rather than selling establishes authority and builds relationships that convert.
Here’s why it (including educational email courses) works:
They establish you as a trusted advisor BEFORE the sale
They overcome status quo bias by educating prospects about problems and solutions
They deliver value in bite-sized, sequential pieces that guide prospects through their journey
They automate personalized nurturing at scale
Martin's approach shows that education isn't just nice-to-have - it directly impacts revenue growth through better retention and faster adoption.
Are you using educational email sequences in your business? If not, you're missing a powerful opportunity to generate qualified leads while building lasting relationships.
In my chat with Martin Pietrzak, we discussed customer-centric marketing, empathy in business relationships, and strategies for scalable revenue growth.
Martin shared valuable insights on how narrowing market focus and adopting a customer centric approach can lead to more scalable revenue growth. He emphasized the importance of challenging clients' assumptions, using customer proxies in discovery sessions, and creating targeted messaging for stakeholders in the buying process. Martin also highlighted the need for continuous iteration and adaptation in marketing strategies to keep up with changing consumer behaviors and generational shifts.
Key Takeaways
The "95-5 rule": Only 5% of your market is ready to buy at any given time. Focus on finding and engaging this 5% effectively.
Use customer proxies (like BDRs, AEs, and customer success managers) in strategy sessions to gain real insights into customer needs and pain points.
Create a narrative that addresses how the world is changing, the challenges this creates, and how your solution fits into solving these new problems.
Start retention initiatives at the beginning of the customer relationship with a strong onboarding process and personalized, time-based communications.
Continuously iterate and adapt your marketing strategies to keep up with changing consumer behaviors and generational shifts in decision-making roles.
I'd love to hear from you. Let me know if you found this helpful.
Till next time,
Cheers,
Vinay.