The retention and expansion framework we install for every client
A repeatable, seven-part framework for running retention and expansion as a system — the same one we use inside every Growth Broker engagement.
We have installed retention and expansion inside more than fifty companies. This is the framework we reach for every time. Retention and expansion is keeping and growing the customers you already paid to acquire, and the framework exists to keep that definition honest under real conditions.
Part one, diagnosis. Before you touch the model, name the constraint: finance, demand, access, or conversion. Retention and expansion applied to the wrong constraint is theatre.
Part two, target. Narrow to one industry, one role, one trigger. Every extra dimension halves conversion.
Part three, offer. What is the buyer's next step, and what makes it obvious? The offer, not the copy, is what carries.
Part four, engine. Tools, sequences, data. Buy the minimum you can operate; every extra tool is a future dependency.
Part five, operating rhythm. Monday plan, Friday review, weekly gross and net revenue retention. Nothing about the model is left to memory.
Parts six and seven, learning and allocation. What did we learn last week; where does next week's dollar go. Once those two loops are live, retention and expansion compounds and the framework stops being visible.
Frequently asked questions
Retention — answered
- Do I need all seven parts to see results?
- Diagnosis, target, and operating rhythm are the non-negotiables. The others can lag by weeks, not quarters.
- How long does the framework take to install?
- Six to twelve weeks depending on the state of the data and the size of the team.
- Can I adapt the framework to my stack?
- The framework is stack-agnostic. Tooling is part four and is the most swappable piece.
- What is the biggest risk to the framework?
- Treating CS as a support cost centre — usually because a stakeholder shortcuts diagnosis to get to spend.
Growth Broker editorial
Filed under retention