Case Study · Retention + Acquisition
$100K ARR in two months and a 20% drop in churn.
Tom C, digital marketing firm · Engagement: customer success VA, account manager, multi-channel outbound
The situation
A small digital marketing firm was struggling to gain and retain clients. Two problems compounding: the offer was unfocused and ambiguous (so closing was hard), and customer retention was leaking (so the revenue they did close did not compound). Qualified appointments and leads were thin. They came to MYVA needing both a fix for the retention bleed and a working acquisition engine.
What we did
We identified the systems and processes missing on the retention side first. Placed a customer service VA to handle the day-to-day support load and improve the product experience for existing clients. Placed a product account manager to own the accounts and run the retention strategy. On the acquisition side, we layered in a multi-channel outbound strategy to lift the appointment volume. The two halves worked together: better retention while new revenue came in the door.
Results
- $100K added to ARR within two months of implementation
- 20% drop in churn rate from baseline
- Better qualified appointments coming through the pipeline
- Significant cost and time savings vs the prior DIY approach
$100K ARR in 60 days
Customer Success VA + Account Manager + multi-channel outbound. Retention fixed while acquisition scaled.