Andrew Luxem

Writing

The Strategic Brief

Practitioner notes on growth systems, CRM, retention, measurement, operating playbooks, and applied AI. Each brief names the decision, shows the mechanism, and closes with a practical next step.

FeaturedOPERATING MODEL2026-06-26 · 2 min

Working Backwards Protects the Customer Promise From the Internal Plan

Working Backwards forces teams to prove the customer promise before they protect the internal plan.

Read the argument
SeriesDaily systems checkA short operating brief tying growth work to constraints and evidence.SeriesThe week in systemsTen signals from the week that share a common operating thread.SeriesThe Growth Operating SystemHow customer evidence becomes a decision, a mechanism, and a closed review loop.SeriesPlaybooks, shipped as skillsOne operating problem, mechanism, failure check, and adoption test for each skill.
AllCRM systemsRetention & lifecycleApplied AIMeasurementOperating model

6 of 58 articles

2026-06-22
2 min
Lifecycle Stage Beats Demographics for Most Growth Decisions

Lifecycle stage usually explains buying behavior better than static demographic labels.

RETENTION
2026-06-15
6 min
Flows vs. Broadcasts: When to Automate and When to Send

The best email programs aren't all flows or all broadcasts. They balance both based on customer context, not convenience.

RETENTION
2026-04-20
6 min
Win-Back Sequences That Actually Win People Back

Most win-back campaigns are too late, too generic, and too persistent. Here's how to architect sequences that recover real revenue.

RETENTION
2026-04-13
6 min
RFM Segmentation: The Framework That Tells You Who Actually Matters

RFM scoring cuts through the noise of behavioral data and tells you exactly where to spend your retention budget.

RETENTION
2026-03-13
5 min
The First 30 Days After Purchase Matter More Than Your Re-Engagement Flow

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.

RETENTION
2025-08-01
2 min
Rewarding Loyal Customers: Beyond Points and Perks

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.

RETENTION

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