All work
Fall 2023Monsoon ClubProduct • CRM • Retention
Monsoon Club
A subscription wine club that stopped churning.
Monsoon was acquiring members faster than it could keep them. Month-three churn was 38% and the team was firefighting cancellation tickets.
We rebuilt onboarding, added a pause-before-cancel path, and tied the CRM to consumption data so re-engagement emails referenced the last bottle shipped.
Annualised net revenue retention went from 71% to 119% over twelve months.
Outcomes
-48%
Month-3 churn
119%
NRR
31%
Win-back rate