Four weeks into a CRM program overhaul for a leading subscription app, we got our first results back: Open rates looked good, CTRs were decent, but the conversions? Nearly zero. Retention was flat against control.
The Head of Growth turned to me and asked, “We did everything right. Why isn’t this working?”
I’ve now done 27 CRM audits across industries, and this is what I’ve learned: When CRM fails, it usually isn’t the copy, the timing, or even the....