Join us for an insightful conversation between Dwyane Browne and Tom Burrell, former SVP CRM & Retention at DAZN. In this video, Tom shares his extensive expertise in customer retention and subscription-based business strategies. They explore how subscription businesses can enhance customer retention, the role of CRM in driving customer loyalty, and how data and AI are transforming customer experiences. Tom provides actionable insights into reducing churn, onboarding strategies, and using customer lifetime value (CLV) effectively.
00:00 - Introduction: Meet Dwyane Browne and Tom Burrell
00:40 - Tom’s Journey in CRM & Retention
01:27 - How CRM and Personalization Have Evolved
03:00 - Challenges in Subscription Models
04:13 - Focusing on Customer-Centric Strategies
05:06 - Maximizing Retention for High-Value Customers
07:26 - The Importance of Effective Onboarding
09:51 - Personalizing Customer Engagement
12:18 - Understanding and Measuring CLV Correctly
14:21 - Data-Driven Retention Strategies
17:05 - Leveraging AI for Personalized Customer Journeys
18:40 - The Future of Customer Experience with Data & AI
20:48 - Key Takeaways for Subscription-Based BusinessesThis discussion sheds light on the critical role of focusing on customer value creation, utilizing AI for personalization, and optimizing retention strategies through data insights. If you're looking to improve your subscription business or deepen customer loyalty, this conversation is packed with valuable tips and strategies.
Resources:
Learn more about DAZN - https://go.aws/3YomUEi
Tom Burrell’s Retention Coaching Program - https://go.aws/3A9zO17
AWS Data Strategy Team: https://go.aws/3SgkoOX
AWS for Data YouTube Series: https://go.aws/48vBSfR
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