The Strategic Brief
Insights on CRM, marketing, AI, leadership, and more.
First-Party Data Strategy for Retention Teams
2026-06-22
Third-party data is dying. Retention teams that build a first-party data infrastructure now will own the next decade of customer marketing.
Flows vs. Broadcasts: When to Automate and When to Send
2026-06-15
The best email programs aren't all flows or all broadcasts. They balance both based on customer context, not convenience.
LTV/CAC Is Not a Ratio: It Is a Growth Framework
2026-06-08
Most teams treat LTV/CAC as a single number on a slide. It should be the operating system for how you allocate growth budget.
Retention Metrics That Matter: What to Track and What to Ignore
2026-06-01
Most retention dashboards are cluttered with vanity metrics that feel good but don't predict behavior or revenue.
How to Choose a CRM Stack Without Wasting a Quarter
2026-05-25
Most CRM stack evaluations take too long, cost too much, and end with a decision based on the best demo instead of the best fit.
AI Personalization at Scale: What Works and What Is Still Hype
2026-05-18
Some AI personalization features deliver measurable lift. Others are vendor demos disguised as strategy.
Churn Prediction Models That Marketing Teams Can Actually Use
2026-05-11
Most churn models sit in dashboards. The ones that reduce churn are wired into the systems where retention decisions happen.
Predictive CLV: Stop Guessing Which Customers Are Worth the Investment
2026-05-04
Historical CLV tells you what already happened. Predictive CLV tells you where to put the next dollar.
SMS Compliance Is Not Optional: What Marketers Need to Know
2026-04-27
The TCPA has real teeth and carriers are getting more aggressive about filtering. Here's what every lifecycle marketer needs to understand about SMS compliance.
Win-Back Sequences That Actually Win People Back
2026-04-20
Most win-back campaigns are too late, too generic, and too persistent. Here's how to architect sequences that recover real revenue.
RFM Segmentation: The Framework That Tells You Who Actually Matters
2026-04-13
RFM scoring cuts through the noise of behavioral data and tells you exactly where to spend your retention budget.
Email Deliverability Is a Revenue Problem, Not a Tech Problem
2026-04-06
Deliverability failures don't show up in your ESP dashboard as lost revenue, but that's exactly what they are.
The Week in Systems: Retention Timing, AI Governance, and the Honesty Premium
2026-03-15
Ten signals from the past week that share a common thread: the programs that work are the ones that respect how people actually behave, not how your dashboard says they should.
The First 30 Days After Purchase Matter More Than Your Re-Engagement Flow
2026-03-13
Most retention budgets are allocated backward. Heavy investment in winback sequences, almost nothing in the post-purchase window. The 30 days after first purchase predict lifetime value more accurately than any re-engagement campaign you'll ever run.
Applied AI, Without the Hype: Notes from the Applied AI for Entrepreneurs Summit
2026-01-23
At the Applied AI for Entrepreneurs Summit, the conversation shifted from tools and demos to judgment, systems, and responsibility. Here's what stuck.
The 3Ps Framework: How to Instantly Improve Team Updates
2025-12-23
Most team updates fail because they lack focus. The 3Ps framework (Progress, Plans, Problems) fixes that by forcing clarity into every update.
Turn Meetings From Time Sinks Into Your Secret Weapon
2025-12-21
Most meetings don't fail because of people. They fail because there's no system. Here's how to turn meetings from a frustration into a competitive advantage.
Reflections from Braze Forge 2025
2025-10-10
My first Braze Forge experience, from speaking on two panels to exploring how AI is reshaping experimentation, deliverability, and marketing leadership.
30 Years as an Internet Power User: From Dial-Up to Whatever This Is
2025-09-16
From dial-up tones to AI, I've spent 30 years as an 'Internet Power User' a front-row seat to how the web has reshaped our lives, work, and connection.
What Are You Solving For? A Stakeholder Collaboration Framework
2025-08-18
A practical communication framework to keep projects aligned, reduce friction, and turn conversations into solutions.
How AI is Changing Customer Segmentation
2025-08-11
From static lists to adaptive, real-time insights, AI is redefining how brands identify, understand, and engage with their customers.
Why Email Marketing Still Drives ROI
2025-08-10
Email isn't dead. It's compounding. Here's why the inbox remains the workhorse behind sustainable, measurable growth.
MarTech Stack Essentials for Fast-Growing Teams
2025-08-10
As your customer base and marketing ambitions expand, your MarTech stack must keep pace. Here are the must-have tools and principles that keep fast-growing teams agile, aligned, and ROI-focused.
Marketing Automation Myths Debunked
2025-08-10
Marketing automation is often misunderstood. Let's break down the most common myths and show how modern automation can boost both efficiency and authenticity.
The Day Amazon 'Predicted' the College Football National Championship Winner
2025-08-04
What happens when the world's biggest e-commerce engine fumbles on game day? A look back at one of the most unexpected email mistakes, and the leadership lessons it taught me.
Mastering Omnichannel Marketing: From Platforms to Personalization
2025-08-03
Delivering a consistent customer experience across platforms takes more than technology. It takes trust, balance, and a human touch.
Rewarding Loyal Customers: Beyond Points and Perks
2025-08-01
Loyalty programs aren't just about repeat purchases. They're reflections of appreciation, exclusivity, and trust. Here's how top brands build emotional loyalty and how your business can too.
From Mass Marketing to Mass Personalization: Navigating the Shift
2025-07-25
We've moved beyond the megaphone. Welcome to the age of the individual, where every brand experience should feel like a one-on-one conversation.
Balancing Automation and Authenticity: A Lesson from Big Dill Pickleball Co.
2025-07-01
“CRM is scaling fast with AI and automation, but human connection still drives loyalty. Here's how we kept it personal at Big Dill Pickleball Co.”
AI in Marketing: A New Age of Discovery
2025-07-01
AI is redefining the customer journey. But as personalization deepens, how do we protect privacy and preserve humanity?
Building a Strong CRM Framework: Lessons from the Field and Avoiding the Pitfalls
2025-06-30
From Fortune 500 brands to tech innovators, the secret to sustained customer connection lies in a well-executed CRM strategy. Here's what I've learned.
The Freeze Band: A Restoration Story
2022-08-20
Tracking down and restoring my dad's band's original master tapes from 1978, one fragile reel at a time.
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