GM, Marketing Agency

30 Years of Experience

Chris has decades of marketing experience. He has served as a president and general manager, CMO, Bain & Company strategist, board director, and Professor of Marketing at University of Chicago Booth School of Business.

Previously At

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Marketing Agency/

Marketing Strategy and Operations/

Customer Retention Consulting

Customer Retention Consulting – Boost Loyalty and Reduce Churn

Nurture lasting customer relationships and set your business up for long-term revenue growth with Toptal’s Customer Retention Consulting. Our team uses personalized engagement tactics and effective loyalty strategies to help you build an engaged customer base that consistently chooses your brand over your competitors.

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Clients Served

25,000+

Vetted Professionals

20,000+

Toptal Total Projects Delivered

64,000+

Industries Served

300+

TRUSTED BY LEADING BRANDS

Our Services

Toptal Customer Retention Consulting Services

Strengthen customer loyalty and reduce churn with our Customer Retention Consulting services. We specialize in CRM optimization, CX strategy, retention-focused marketing, feedback systems, and loyalty program development.

Customer Journey Analysis

Assess every touchpoint to identify friction, enhance experiences, and increase customer satisfaction.

CRM Optimization and Implementation

Set up and continuously enhance CRM systems to streamline communication and improve engagement.

Customer Experience Strategy

Design CX strategies centered on personalization to drive higher retention and build stronger customer loyalty.

Customer Insights and Analytics

Leverage meticulously compiled data to better understand your customers and create more effective retention strategies.

Churn Rate Reduction Consulting

Pinpoint and resolve churn triggers to reduce attrition and increase your retention rate.

Life-cycle Marketing Planning

Develop targeted life-cycle campaigns that nurture customer relationships and promote repeat business.

Loyalty Program Development

Develop loyalty programs that strengthen customer advocacy and drive long-term value.

Retention-focused Email Marketing

Design and execute email campaigns that drive retention, engagement, and reengagement.

Customer Feedback Systems

Create structured feedback systems to capture insights, refine offerings, and improve customer satisfaction.

Customer Onboarding Strategy

Create onboarding experiences that help new customers quickly see value and stay engaged.

Customer Service Optimization

Streamline customer service processes to support positive customer experiences and meet retention goals.

Data-driven Retargeting Strategies

Utilize data to craft retargeting campaigns that keep your brand on the minds of returning customers.

Looking for guidance about the perfect customer retention consulting service for your needs?

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PARTNERSHIP THAT WORKS

How We Deliver Customer Retention Consulting Services

Our customer retention consulting experts, with experience at leading companies, develop and deploy tailored solutions to meet your business needs and unique industry demands for sustainable results and long-term success.

Discover

A leader from our team assesses your business challenges, identifies opportunities, and recommends the most suitable engagement model.

Define

A Toptal leader will work with you to define your goals and service needs – from full end-to-end delivery to consulting services.

Develop

Once your service is defined and you have your talent or team on board, they will create your unique project timeline, process, and initial proposals, whether you’re designing personalized customer experiences or mapping out retention strategies.

Deploy

Toptal will get to work, tracking quality assurance, handling project management, and maintaining the delivery schedule.

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Chris Krohn

GM, Marketing Agency

As GM of Toptal’s Marketing Agency, Chris empowers clients with marketing talent, consulting, and agency services. Prior to joining Toptal, he served as CMO and General Manager at Restaurant.com, CarParts.com and Sears Holdings, where he managed a $700M multichannel P&L. Earlier in his career, Chris advised leading companies on business strategy, technology, and operations as a consultant with Accenture and Bain & Company. He holds a BA from Northwestern University, where he was also an instructor of computer science, and an MBA from the University of Chicago Booth School of Business, where he is currently an adjunct professor of marketing.

Previously At

CUSTOMIZED SOLUTIONS

Customer Retention Solutions That Deliver Value

Toptal delivers leading customer retention consulting services through its diverse talent network and flexible delivery models. We implement the right skills at each project phase, blending expertise from various roles for seamless execution.

Managed Delivery by Toptal
On-demand Talent and Teams

Managed Delivery by Toptal

End-to-end project delivery per your specific requirements.

GM, Marketing Agency

Delivery Manager

Customer Retention Consultant

Life-cycle Marketing Expert

Customer Experience (CX) Strategist

CRM Expert

Loyalty Program Manager

User Research Expert

Chris Krohn

GM, Marketing Agency

Previously at

Experience

30+ Years

Rachael Karaffa

Delivery Manager

Rachael serves as a Delivery Manager at Toptal with a focus on leading diverse global teams in developing innovative solutions for our clients. She works across multiple disciplines, including technology, marketing, and management consulting. Rachael specializes in managing people and client relationships, process optimization, and driving teams toward optimal business outcomes.

Previously Managed Client

Experience

9+ Years

Daniel Restrepo

Verified Expert in Marketing

8+ Years

of Experience

Retention Marketing Expert

Daniel is an experienced marketing manager in the tourism, technology, entertainment, and cultural industries. He has led successful marketing strategies for HBO Max, Electrolux, Skyscanner, and Platzi—driving substantial growth. Proficient in content marketing, SEO, lifecycle marketing, and advertising, Daniel is committed to forging meaningful customer connections through marketing and team leadership.

Previously at

Brion Roberto

Verified Expert in Marketing

24+ Years

of Experience

Life-cycle Marketing Expert

A global marketing leader with years of experience bolstering startups and blue chip companies like Johnnie Walker, American Express, BCG, and The Washington Post, Brion has exceeded goals, expanded into new markets, and significantly increased profits. He has managed dispersed cross-functional teams to create campaigns with digital and global insight. Brion’s innovative strategy has garnered awards for exceptional marketing that delivers.

Previously at

Savannah Enright

Verified Expert in Product Management

15+ Years

of Experience

Customer Experience (CX) Strategist

Savannah is a seasoned customer experience (CX) strategist and innovation consultant with over 15 years of experience leading innovation, strategy, and design projects and teams. Previously of Fjord and BCG, she excels in transforming products and experiences to meet modern consumer expectations. Savannah's work spans industries and levels of seniority, where she leads user research, crafts actionable business strategies, and develops innovative concepts across the entire customer journey.

Previously at

Felipe Garces

Verified Expert in Marketing

22+ Years

of Experience

CRM Expert

Felipe is a marketing and advertising professional with more than 22 years of experience in service, general management, communications, marketing consulting, strategy design, ad campaign creation, and direct or relationship marketing. Having worked on planning, statistics, research, public relations, and below-the-line advertising, Felipe is highly sensitive to consumers and brand management aptitudes, and has a remarkable ability to design marketing plans according to the needs of a given brand.

Previously at

Julio Lacerda

Verified Expert in Marketing

13+ Years

of Experience

Loyalty Program Manager

Julio is a well-rounded marketer with 13+ years of experience designing brand identities across multiple markets, crafting transformative strategies, and empowering multifunctional teams to deliver outstanding results. He has launched over 50 SKUs while creating irresistible content, events, consumer promotions, and influencer campaigns that led to 120% and 140% revenue growth on globally known brands such as Oral-B, Gillette, Ariel, and Lenor.

Previously at

Jiyoun Lee-Lodge

Verified Expert in Design

10+ Years

of Experience

User Research Expert

Jiyoun is a creative professional with 10+ years of experience developing quality products while focusing on new feature development, product usability, and customer journeys. Skilled in overseeing the user experience of a product from conception to launch, she’s able to utilize a user-centered approach and design thinking skills. She excels at conducting user research, defining challenges and constraints, proposing innovative solutions, and creating prototypes to share project vision.

Previously at

On-demand Talent and Teams

20,000+ vetted professionals, ready to deploy individually or in teams.

Customer Experience (CX) Strategist

UX Researcher

Data Analyst

Digital Marketing Expert

Customer Success Consultant

User Research Expert

Email Marketing Expert

Data Analyst

Customer Journey Expert

Verified Expert in Management Consulting

20+ Years

of Experience

Customer Experience (CX) Strategist

Asa launched her consulting practice after a 20-year global career as a CX practitioner and executive leader within customer experience design for big corporates like Publicis Sapient, IKEA, du, Pandora, and Bang & Olufsen. She led large and complex CX transformations and helped multiple brands improve their whole customer experience journey to reach their business goals. Her deep expertise in data-led CX innovation and UX strategies made her want to become independent.

Previously at

Verified Expert in Design

24+ Years

of Experience

UX Researcher

Anton is an award-winning creative UX leader with more than 24 years of experience designing user experiences. He is skillful in UX strategy, design, processes, user research, and prototyping, promoting design thinking methodologies. Anton's previous clients spring from various industries, including JPMorgan Chase Bank, Pfizer (site intelligence for clinical trials), Newmind (legal firm), Epidemic Sound (music licensing), Sirius Energy (alternative energy), Monex (fintech), Hilton, and more.

Previously at

Verified Expert in Engineering

8+ years

of Experience

Data Analyst

Laura is a data-driven strategist with expertise in turning data into actionable insights. Laura fell in love with Tableau 7.0 in her MBA business analytics program and never looked back. Now, she is a Tableau certified professional and spends her days telling stories with data to influence business decisions.

Previously at

Verified Expert in Marketing

21+ Years

of Experience

Digital Marketing Expert

Orly is a well-rounded, driven, inspirational executive and marketing leader with 21+ years of dynamic CPG experience in cosmetics, sports, eyewear, and book publishing. She is an expert in leading business and brand strategy, driving teams to develop and execute 360-degree brand marketing programs and campaigns while maintaining global brand equity and leveraging local market relevance.

Previously at

Verified Expert in Management Consulting

31+ Years

of Experience

Customer Success Consultant

Peer is a strategy and growth consultant with more than 31 years of experience. He has worked with leading corporations, private equity firms, and top-tier consulting firms, such as McKinsey, PwC, and Capgemini, across strategy, growth, GTM, opportunity and market potential assessment, change management, digital transformation, innovation management, and operational improvement. Peer advises clients in technology, telecommunications, financial services, insurance, retail, healthcare, and energy.

Previously at

Verified Expert in Design

19+ Years

of Experience

User Research Expert

Paul is a UX analyst and design strategist with a video production background. By combining his unique experience in design, UX, product, coding, and film, he helps businesses make decisions on communicating and interacting with their customers. Paul has worked with varied clients, including the BBC, Deutsche Bank, Legal & General, Thomas Cook, NatWest, Redbull, PruHealth, and the NME.

Previously at

Verified Expert in Marketing

8+ Years

of Experience

Email Marketing Expert

Cheryl is a seasoned content manager with more than eight years of expertise in content marketing, SEO, social media, PR, and communications. She has been successful in crafting compelling narratives that drive traffic, engagement, and revenue. With strong project management and storytelling skills, she delivers exciting copy for various channels, formats, and audiences. Discover how Cheryl can utilize her strategic abilities to elevate your brand and meet business objectives.

Previously at

Verified Expert in Engineering

24+ Years

of Experience

Data Analyst

Stephane possesses an impressive 24+ years of international experience in data analytics and business process optimization. Throughout his career, he has excelled in various areas, including database design, business intelligence (BI), machine learning algorithms, big data, and predictive analytics. Stephane's expertise lies in developing solutions that automate processes, allowing clients to allocate their efforts toward value-added activities.

Previously at

Verified Expert in Marketing

13+ Years

of Experience

Customer Journey Expert

Rohan is a marketing expert with an outstanding track record of delivering top and bottom-line growth. He specializes in developing strategic narratives for leadership teams at technology-led companies across the eCommerce, banking, and healthcare industries. Rohan is keen on aligning product development, technology, sales, and marketing teams around a high-level story to prompt higher growth and improve customer engagement.

Previously at

Get a Free Consultation Now Explore Managed Delivery

Looking for guidance about the perfect customer retention consulting service for your needs?

UNRIVALED EXPERTISE

Our Talent Has Worked With Top Companies

Having previously worked with these leading global companies, our talent brings valuable insights and expertise to deliver world-class outcomes.

Why organizations choose us

Toptal in Action

Discover the cutting-edge benefits our clients enjoy globally from the Toptal network.

Fortune 500 CPG brand launches 7 D2C channels with Toptal to boost brand loyalty and revenue.

Challenge: A 200-year-old US multinational CPG sought to open new revenue streams and boost brand loyalty through direct-to-consumer (D2C) channels, requiring design and development support.

Solution: Toptal delivered industry-specific D2C expertise, crafting tailored solutions for seven brands, including pet care, pediatric health, and skincare. The flexible scaling approach enabled the client to adjust team size as needed, ensuring smooth management of multiple projects within budget and bandwidth.

Outcome: Toptal built seven customer-facing e-commerce websites with direct shipping, unlocking new revenue streams and establishing a scalable D2C model for future brands. These channels empowered the client to gather consumer data, strengthen brand loyalty, and optimize sales.

OUR THOUGHT LEADERSHIP

Explore Insights From the Customer Retention Field

Read the latest articles and resources to keep you current on emerging trends in customer experience, retention strategies, churn reduction, and more.

Choosing an AI Tool Set for Content Personalization

Today’s marketing teams are expected to provide personalized experiences. Discover how to meet customer demand with the latest developments in AI content personalization from Toptal’s Growth Marketing Practice Lead Jeff Gangemi.

Jeff Gangemi

Growth Marketing Practice Lead

15 Years of Experience

Jeff is the Growth Marketing Practice Lead at Toptal. He holds a bachelor’s degree from Middlebury College and an MBA from Cornell University with an emphasis on leadership and innovation. Jeff has spent the past 15 years building demand generation, content marketing, and digital programs that drive meaningful transformation and growth for both internal teams and external clients. Before joining Toptal, he held senior management roles at Accenture Song, Material, and Telus International.

Previously at