Writing
Everything here is public on purpose.
I’d rather you saw how I actually think before we ever get on a call. The throughline, if you want the short version: retention failures are almost always organisational failures that happen to surface as a retention number. The essays below work through why. The shorter pieces answer more specific questions — the kind an operator actually types into Google.
Internal Pathologies of Retention
A five-part series on where retention actually breaks — not in the campaign, but upstream of it. First essay coming soon.
More writing
Shorter, sharper answers to specific questions — still in the same voice.
The question isn’t whether your CRM is powerful. It’s whether your operation can put that power to work — and whether your tool can still keep pace with one that can.
Choosing a CRM starts with your operation, not the tool — whether you’re buying your first or replacing one. The best CRM is the one your operation can actually use.