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CRM case studies: real results in onboarding, activation and retention
What I did, what changed and how it was measured, from my own roles in broking, edtech and wellness, with employer names left out to respect confidentiality. Every number is labelled, and playbooks are marked illustrative.
Six real results
Onboarding Case Study: 16% to 24% in One Year
How I lifted a stockbroking platform’s onboarding rate from 16% to 24% in one year by reworking nudges around cohort-level drop-off analysis.
6 min read →Activation14% to 29%Activation Case Study: 14% to 29% in One Year
How I grew activation from 14% to 29% in one year with milestone-based nudges, personalised first-trade incentives and a redesigned onboarding journey.
6 min read →Retention12% to 8%Churn Case Study: Monthly Churn Down From 12% to 8%
How I cut monthly churn from 12% to 8% in one year by spotting at-risk users early and running targeted retention campaigns.
5 min read →Testing0.51% to 1.83%Push Notification Case Study: CTR From 0.51% to 1.83%
How I lifted push notification CTR from 0.51% to 1.83% by A/B testing copy, timing and audience segments across more than 30 campaigns.
5 min read →Conversion12% to 27%User Conversion Case Study: 12% to 27% in 10 Months
How I took user conversion from 12% to 27% in 10 months at a large broking platform with a CLM framework across email, SMS, WhatsApp and push.
6 min read →Engagement4:12 to 8:02Engagement Case Study: Doubling Session Time in a Kids Coding App
How habit-formation journeys in a kids coding app grew weekly active users by 12% and took session time from 4:12 to 8:02 minutes.
5 min read →Other results from my career
- 1,000 paid enrolled students in the first month of an Australia and New Zealand pilot
- 10,000+ pre-launch signups for a membership product in 6 weeks
- Play Store rating from 3.6 to 4.8 in three months
- AI-powered support chatbot that cut contact centre dependency by 6%
- Weekly active users +12% and engagement rate +6% in a kids coding app
Two illustrative playbooks
These use example numbers to show the maths. They are not client results.
Win-back Case Study: Reactivating Dormant Customers
A playbook case study on win-back: define dormant, segment by past value, run a staged sequence across channels and stop when people do not respond.
6 min read →EngagementShow-up Rate Case Study: Getting Trial Users to Attend
A playbook case study on lifting show-up rates for trial classes, demos and webinars with timed reminders, easy rescheduling and fast rebooking.
5 min read →Real, measured and attributed
Real results come from my own work and say where and when. Where a figure uses last-click attribution, we say so. Playbook numbers are illustrative and are labelled the same way. We always measure against a control group.
- The situation and the real problem behind it
- What I did, in order
- The result, with the period and source
- A method you can adapt, with a message journey
- Metrics to track and pitfalls to avoid
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