Customer Retention & CLTV

“Your most unhappy customers are your greatest source of learning.” — Bill Gates

Your Opportunities

Are you facing any of these common situations? Looking for better answers to monetize more of the value you create?

  • Large change in customer churn velocity / patterns
  • Inability to predict / explain churn dynamics
  • CLTV assumptions driving marketing spend proving very inaccurate
  • Pricing concessions to stave off churn ineffective
  • Data / metrics to predict & manage churn poorly defined
  • Unable to decide which customers are worth spending to retain
  • Need cohort survival analysis & predictive modeling
  • Need better qualifying of leads to avoid acquiring low-CLTV customers
  • Integrating free text analysis into retention strategy
  • Need analysis of relationship between NPS, churn, pricing strategy

Customer Retention & Pricing are the “bookends” to CLTV. All too often problems in Pricing lead to poor Customer Retention, and vice-versa. But even if all Pricing levers are world class, customer churn and dissatisfaction can quickly become the pits dragging your profitability into a down spiral. In many cases, customer retention can be intrinsically linked to your pricing strategy. In other cases, variables “external” to pricing may drive your observed outcomes, with pricing serving as a compounding element. Churn, loss of wallet share, or high-cost-to-serve customers erode profitability so quickly, you cannot afford to be reactive.

Customer Retention & CLTV are the levers other than pricing that can increase your CLTV and by extension your profitability and value creation. We deploy powerful analytical tools and the latest frameworks from behavioral economics and customer insights, to craft retention strategies that protect CLTV and compound your Pricing gains to deliver powerful ROI to your bottom line.

Results That Catalyze

Hazards of Customer Retention in E-commerce

  • Profitability from “good” retention
  • Moral hazard meet pricing strategy
  • High-cost-to-serve: solved
  • Survival analysis & predictive modeling at work
  • The “affordable” Satisfaction Guarantee

SaaS Pricing Optimization & Platform Launch

  • Double-digit price gains on targeted book of business
  • Double-digit overall revenue gains every subsequent year
  • New pricing analytics & execution tools adopted across multiple BUs

Analytics for Pricing Execution At Global Scale

  • Nine-digit price realization gain
  • Improved Pricing as a System® performance
  • Pricing talent up-trained and retained



Learn More

Client Voices

Tremendously successful … Completely absorbed himself In OUR BRAND

Working with Robert was an absolute pleasure and proved tremendously successful. […] He completely absorbed himself in OUR BRAND so that whatever data became relevant, was complemented with our brand values, strategy and DNA. This was more than “just” a
…

David Kahan
CEO, Americas
Birkenstock

Delivered a Lift to Our Pricing Decision-Making Process That Will Drive Both Short-Term and Long-Term Impact

EBITDA Catalyst delivered a lift to our pricing decision-making process that will drive both short-term and long-term impact at Kodiak Cakes.  The facts, analysis and insights provided allowed us to quickly reach conviction and consensus in key pricing actions that
…

Cameron Smith
President
Kodiak Cakes

Our Go-To Partners for Pricing Strategy

We developed the ideal partnership with EBITDA Catalyst who helped us monetize and improve our pricing as we grew our successful SaaS company.  We brought in EBITDA Catalyst for multiple projects through various acquisitions to help successfully execute offering designs
…

Tammy Daigle
SVP, Product & Customer Operations
Vector Solutions

Our business has never looked back since we worked on our pricing strategy with you!

We saw terrific growth not just in our revenue, but profits and quality of relationship with our clients as well. For our CPA firm, getting away from a simple hourly rate / cost of time mentality and thinking broadly about
…

Todd Hysjulien
Founder & CEO
The HW Team

Knowledge on Consumers and Pricing Strategies Is Very Evident

Robert was awesome to work with; he went the extra step and came to our museum to see all that we had to offer. His underlying knowledge on consumers and pricing strategies is very evident. We all appreciated his time
…

Janie Heitz
Executive Director
The Judy Garland Museum

Generously Shared Expertise

It was an absolute pleasure working with Robert. He generously shared his expertise and communicated in a clear, understandable manner. He was proactive, responsive and flexible, and overall a delight to work with!

Natalie Pryles
Project Director
B'nai B'rith / Courage to Care

Many “Aha!” Moments

EBITDA Catalyst helped us zero in on large opportunities to improve value delivered to our customers by sharpening our insights, segmenting our approach and driving pricing execution more consistently.  We had many “Aha!” moments from the in-depth pricing analytics they
…

Dave Brown
EVP, Head of Sales
Vector Solutions

Drive Big-Picture Solutions That Deliver Shareholder Value

Extensive intellectual horse-power, a thought leader with the ability to lead, work within and across teams, and an ability to master extensive detail yet drive big-picture solutions that deliver shareholder value […] excellent business instincts, an unsurpassed work ethic and
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Pat Basu
Chief Operating & Chief Medical Officer
Virtual Radiologic

Game-Changing Strategy Shift for Sales

This is truly a game-changing strategy shift for Sales, and exactly what we have needed.  We just didn’t know how to articulate it and put it in a way we can take back to the Sales teams.  Charging in ways
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Tobias Teuber
EVP - Europe
Klarna

Finally A Highly Capable Pricing Partner!

Under very demanding circumstances, Rob led Pricing to terrific contributions to the business.  Both the financial and the people results were clearly prioritized to elevate our execution capabilities to a different level.  We deeply appreciated his deep expertise and unrelenting
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AJ Smith
General Manager
Honeywell Home / Resideo

Drove Lift for Hundreds of Millions of Dollars

Robert’s work led to several outstanding improvements for our organization.  His skills in pricing, negotiations and contracting drove lift for hundreds of millions of dollars of our business assets.  Whether the market was commoditized, or required tackling novel, high-uncertainty/high-potential-profitability assets,
…

Gregg Haugen
Senior Partner
CarVal Investors

Delivered Strong Price Realization

Robert provided a major boost to the global integration and financial results of our Pricing function as we partnered on several initiatives with transformational impact in our Commercial Excellence and Strategy functions.  With the benefit of our partnership, we delivered
…

Stuart Tisdale
EVP, Head of Strategy
ADI Global

Not a Day Goes By When I Don’t Use Something We Learned From You

Not a day goes by when I don’t use something we learned from you.  The Pricing Analytics and strategic insights that EBITDA Catalyst developed for our business were so effective, we got addicted to their power.  On some days, we
…

Matt Hanson
President
Smartpress.com

Multi-Pronged Performance Booster!

EBITDA Catalyst and Robert helped key parts of our business turn the corner of previous challenges and mount a strong EBITDA margin gain.  The “catalyzing” insights started with confidently pointing opportunities in our pricing strategy.  They provided analytical tools and visualizations that
…

Philip Hazel
Founder & CEO
The Bernard Group

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