Most brands don’t have a retention strategy, they have a collection of retention tactics - a welcome campaign, a loyalty segment, a win-back flow, each built at a different time to answer a different question, and never introduced to each other.
Retention isn’t the next automation to build, it’s what a genuinely connected customer journey produces, decision by decision.
Using eFocus Marketing’s Customer Drift™ and Customer Momentum™ frameworks, Kate will walk through the four ways relationships quietly weaken long before they show up as churn, and the five deliberate decisions that keep momentum building instead.
WHAT YOU’LL LEARN
▸ The four early-warning signs a segment is drifting, long before it shows up as a churn number, Attention, Behaviour, Relevance, Value.
▸ Why more automation often makes disconnected tactics worse, not better, and what to check before building another flow.
▸ Three practical moves to run this month, using data and journeys most Mautic users already have live.
WHY THIS TOPIC, WHY NOW
Acquisition cost rose 16.1% in a year (Shopify, 2026 Global Commerce Report), while Bain & Company’s long-standing finding still holds: a 5% improvement in retention lifts profit by 25–95%. Every team in the room is already feeling the acquisition side of that squeeze. This session gives a concrete, evidenced way to act on the retention side.