Lifecycle & CRM Diagnostic
A focused diagnostic of the post-acquisition customer relationship — retention, lifecycle stages, nurture, and list health — that pinpoints where the relationship leaks and what to do about it.
01 What it does
Examines what happens to a customer after they are first acquired and finds where the relationship quietly leaks value. It looks across the full lifecycle — onboarding, activation, retention, reactivation, and churn — to locate the stages where contacts go cold, lists go dormant, and revenue slips away unnoticed.
It reads the brand context and the available relationship data — CRM exports, email and nurture reports, and lifecycle notes — and, when a CRM integration is connected, pulls live contact and lifecycle data directly. From this it builds an evidence-backed read of list health and the dormant-list and churn questions every recurring-revenue business eventually faces.
Crucially, it diagnoses rather than executes: it tells you where the problem is and what should change. It does not run the email program or send to your audience — it produces the findings that an operator or a downstream workflow then acts on, and it checks prior findings first so it never re-reports the same issue twice.
02 What it produces
A focused lifecycle / retention diagnostic document for the period, written against the brand's positioning and ICP
Structured findings capturing what was learned about lifecycle, retention, and list health
Structured recommendations on what to change, deduplicated against any prior findings and recommendations
03 Example
A subscription business suspects its email list has gone stale but cannot say where the relationship breaks. The diagnostic reviews the CRM and email data, finds that activation is healthy but reactivation of dormant contacts is non-existent, and that a large segment has not been touched in months.
It delivers a findings document naming the dormant-list leak as the primary retention gap, with recommendations to re-engage that segment before any new acquisition spend — leaving the actual email program for the team to run.