maku
Retention

65 % of your customers never come back.
We change that.

After the purchase, communication falls silent. No follow-up, no aftercare, no reason to return.

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The problem

The transaction is done — then silence. The patterns are strikingly similar.

«Our customers will come back.
Won't they?»

– The most expensive assumption in B2C.

Core problem

Silence after the sale.

No thank-you message, no aftercare, no guidance. The customer feels served, not accompanied. And never comes back.

No repeat-purchase system.

When customers return, it's luck — not strategy. Triggers and occasions are missing.

Newsletter instead of relationship.

A newsletter is a channel. Retention is a system. The two often get confused.

No measurable CLV.

What's a regular customer worth? Without that number, you have no basis for investing.

The approach

How maku systematises retention

We work along the right loop of the Human Growth Cycle™ — phases 5 to 8: arrival, impact, connection, advocacy. These are the phases most companies leave undesigned.

Design post-purchase systematically

Design the relationship after the sale as systematically as the path to the sale. With automated journeys that feel personal.

Scale empathy

With a system that scales empathy. The right touchpoint at the right time — based on individual behaviour, not mass messaging.

Mehr zum Human Growth Cycle™
Scope

What's included

From CRM setup to automated repeat-purchase strategy.

Foundation

CRM foundation and data model

All customer data in one place. Complete, current, usable.

Automation

Post-purchase journeys

Aftercare, follow-up, reminders — personal but scalable.

Reactivation campaigns

Inactive customers systematically won back. Not through discounts — through relevance.

Interval-based communication

The right touchpoint at the right time. Based on treatment cycles, purchase intervals or individual triggers.

CLV tracking

Customer Lifetime Value as a steering metric. Visible, measurable, optimisable.

Results

What it does
in practice.

At Smoothline, maku systematised the entire post-purchase journey — with measurable results.

Happy patient after an aesthetic treatment
Aesthetic medicine — Smoothline AG ~100 %

Follow-up rate reached

Phases 5–7 were completely ungestaltet. Today every patient is accompanied systematically.

Read the full story →
DERTOUR Suisse — couple relaxing at a tropical resort
Travel — DERTOUR Suisse +14.7 %

Active customer base grew

Web-lead processing went from manual to 100 % automated. The team focuses on advice.

Read the full story →
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FAQ

Frequently asked questions about customer retention.

01 We already have a newsletter. Isn't that enough? +

A newsletter is a channel. Retention is a system. The difference: a system reacts to individual behaviour — the right touchpoint at the right time. A newsletter sends the same thing to everyone.

02 Does this work without a CRM? +

Hard. The CRM is the data foundation for everything that follows. But we also help with CRM setup — that's part of what we do.

03 How long until retention pays off? +

First results after 4–8 weeks. Full impact on customer lifetime value becomes visible after 6–12 months.

04 Can we do retention without conversion? +

Yes. Many clients start exactly here — because the gap after the sale is biggest.

Next step

What happens
after your customer buys?

Let's find out together.

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