News Summary

• Retention is not a mindset shift.
• It is a system build.
• The problem is not that companies dislike retention, it is that they are not set up to deliver it.
• Most organizations have customer data, but it is scattered.
• Retention touches too many functions to be run informally.
• There is no intake for cross-functional initiatives.
• No prioritization model for testing.
• No governance for how campaigns, journeys and triggered messages overlap.
• Everyone must align around one goal: make it easier for customers to stay.