How Empower Growth Coaching Slashed Churn by 25% with Keap Activity Reconstruction and Proactive Engagement

In today’s competitive coaching landscape, client retention is not just a metric; it’s the bedrock of sustainable growth. For coaching businesses, the challenge often lies in identifying at-risk clients before they disengage, moving from a reactive crisis management approach to one of proactive relationship nurturing. This case study details how 4Spot Consulting partnered with Empower Growth Coaching, a rapidly expanding B2B and high-ticket B2C coaching firm, to transform their client retention strategy, leveraging the power of their existing Keap CRM data.

By implementing a sophisticated system for Keap activity reconstruction, developing a dynamic engagement scoring model, and automating proactive outreach, Empower Growth Coaching achieved a remarkable 25% reduction in client churn, solidifying their position as a leader in client satisfaction and long-term value delivery.

Client Overview

Empower Growth Coaching is a distinguished coaching firm specializing in leadership development, executive coaching, and high-performance strategies for entrepreneurs and corporate teams. With a robust client base spanning various industries, they offer high-value, long-term coaching programs designed to drive significant personal and professional transformation. Operating for over a decade, Empower Growth Coaching had built a strong reputation and relied heavily on Keap (formerly Infusionsoft) as their primary CRM and marketing automation platform for managing client interactions, course delivery, and communication.

While Keap effectively managed their client lifecycle, from initial lead to active client, the sheer volume of data—email opens, clicks, form submissions, course module completions, direct messages, and support tickets—was overwhelming. This wealth of information remained largely siloed and underutilized, failing to provide a cohesive, real-time pulse on client health and engagement levels. The firm was aware of potential churn, but lacked the actionable insights to prevent it systematically.

The Challenge

Empower Growth Coaching was experiencing a measurable level of client churn, which, while not catastrophic, was significant enough to impede their ambitious growth targets. The primary pain points included:

• Lack of Early Warning Signals: Coaches were often caught off guard when clients expressed dissatisfaction or decided to terminate their programs. There was no systematic way to identify “at-risk” clients before they reached a critical point of disengagement.
• Fragmented Client Data: Keap stored a vast array of client activity, but piecing together a comprehensive view of a client’s engagement level across emails, course progress, support interactions, and direct communications was a manual, time-consuming, and often incomplete process. This made it difficult for individual coaches to truly understand a client’s journey.
• Reactive Engagement: Client support and engagement efforts were largely reactive. Interventions were typically initiated only after a client had already signaled disinterest or missed several key program milestones, by which point it was often too late to re-engage effectively.
• Inefficient Coach Time: High-value coaches were spending too much time manually sifting through data or reacting to urgent client issues, diverting their focus from delivering high-impact coaching sessions and strategic client development.
• Inconsistent Retention Strategies: Without a data-driven framework, client retention strategies varied from coach to coach, leading to inconsistent outcomes and missed opportunities for firm-wide improvement. The business needed a unified, data-backed approach to proactive client success.

The core problem was clear: Empower Growth Coaching had the data, but lacked the infrastructure to transform raw Keap activity into actionable intelligence that could drive proactive client retention and reduce churn.

Our Solution

4Spot Consulting approached Empower Growth Coaching’s challenge with our signature OpsMesh™ framework, focusing on transforming their fragmented Keap data into a powerful, predictive client engagement system. Our solution centered on three key pillars: Keap activity reconstruction, dynamic engagement scoring, and automated proactive interventions.

We began by conducting a thorough OpsMap™ diagnostic to deeply understand their existing Keap setup, client journey touchpoints, and the specific indicators of client engagement and disengagement. This strategic audit revealed significant opportunities to leverage historical and real-time Keap data more effectively.

Our proposed solution involved:

1. Holistic Keap Activity Reconstruction: Utilizing Make.com (formerly Integromat) as our integration backbone, we designed a system to pull all relevant client activity from Keap. This included email opens, link clicks, form submissions, product access (course logins, module completions), payment history, and even custom field updates that indicated engagement. The goal was to build a comprehensive, chronological timeline of every client interaction within a centralized data store.
2. Dynamic Engagement Scoring Model: Based on the reconstructed activity, we developed a sophisticated, weighted scoring model. Different activities were assigned different point values – for example, logging into a course module might be +5 points, while a missed payment or lack of email interaction for a week might be -10 points. This allowed for a real-time, dynamic “Client Health Score” to be assigned to each client.
3. Automated Proactive Engagement Triggers: We configured Keap campaigns and Make.com scenarios to respond intelligently to changes in a client’s health score.
   • Low Score Alerts: If a client’s score dropped below a predefined threshold, the system would automatically notify their assigned coach via an internal Slack message or email, prompting a personal check-in.
   • Automated Re-engagement: For moderately declining scores, automated sequences were triggered within Keap, sending value-driven content, survey requests for feedback, or invitations to special Q&A sessions designed to re-ignite engagement.
   • Celebration & Upsell: Conversely, consistently high engagement scores could trigger automated messages celebrating client success or presenting relevant upsell opportunities for advanced programs, ensuring clients felt valued and seen.
4. Centralized Client Health Dashboard: We integrated this data into a custom dashboard, providing coaches and management with an at-a-glance view of their entire client portfolio’s health. This dashboard displayed individual client scores, engagement trends, and triggered alerts, empowering coaches to intervene with timely, relevant support.

This comprehensive, data-driven approach moved Empower Growth Coaching from a reactive stance to a truly proactive model, ensuring no client slipped through the cracks due to a lack of visibility or delayed intervention.

Implementation Steps

The implementation of this transformative solution involved several critical phases, executed collaboratively between 4Spot Consulting and Empower Growth Coaching’s team:

1. Initial Discovery & Data Mapping (OpsMap™): We began with an in-depth OpsMap™ session to identify all relevant Keap data points indicative of client engagement and disengagement. This included mapping out email communication logs, specific web form submissions (e.g., feedback surveys, support tickets), course module access dates, payment milestones, and the context of custom field updates. We worked closely with their coaching team to define what “engagement” truly looked like at various stages of their client journey.
2. Keap Data Extraction & Reconstruction Pipeline (OpsBuild™):
   • Using Make.com, we built a robust data pipeline to systematically extract historical client activity from Keap’s API. This involved pulling years of email interactions, campaign participation, and portal access logs.
   • This raw data was then processed, standardized, and aggregated to create a unified timeline of interactions for each client. This “activity reconstruction” formed the foundational dataset for our scoring model.
   • We established ongoing, real-time data synchronization to ensure new Keap activities were immediately captured and fed into the scoring system.
3. Engagement Scoring Model Development:
   • In collaboration with Empower Growth Coaching, we refined the weighting of various activities. For instance, completing a core program module received a high positive score, while failing to open several consecutive coaching emails incurred a significant negative score.
   • The scoring logic was implemented within Make.com scenarios, dynamically calculating and updating each client’s “Health Score” based on their reconstructed activity timeline. Scores were normalized and updated daily, reflecting the client’s current engagement status.
4. Automated Proactive Engagement Setup:
   • Tiered Alert System: We configured Make.com to monitor the Health Scores. When a score crossed a predefined threshold (e.g., “low engagement” or “critical risk”), specific actions were triggered.
   • Coach Notifications: For “critical risk” clients, the system automatically sent a personalized email or Slack message to the assigned coach, providing a summary of recent low-engagement activities and prompting an immediate, personal outreach.
   • Automated Re-engagement Sequences: For “low engagement” clients, an automated Keap campaign was initiated. This sequence included value-added content, survey invitations to gauge satisfaction, or an offer for a quick “check-in” call, all designed to gently pull the client back into active participation.
   • Positive Reinforcement: We also built triggers for high-engagement scores, prompting automated “congratulations” messages or suggesting next-level programs, fostering a continuous growth mindset.
5. Custom Dashboard Creation:
   • Leveraging a lightweight reporting tool integrated with the Make.com data output, we built an intuitive client health dashboard.
   • This dashboard provided coaches with individual client health scores, engagement trends over time, and a queue of clients requiring proactive attention, categorized by risk level. This transformed complex data into an easily digestible, actionable format.
6. Training & Rollout (OpsCare™): We conducted comprehensive training sessions for the coaching team and administrators on how to interpret the dashboard, understand the scoring logic, and effectively utilize the automated alerts. We provided ongoing support and optimization during the initial rollout phase, iteratively refining the scoring model and automation triggers based on real-world feedback and results. This ensured smooth adoption and maximum impact.

This structured, phased approach, deeply rooted in 4Spot Consulting’s OpsMesh™ framework, ensured a seamless transition from a reactive to a proactive client retention strategy, putting data-driven insights directly into the hands of Empower Growth Coaching’s team.

The Results

The implementation of 4Spot Consulting’s Keap activity reconstruction and proactive engagement system delivered significant, measurable results for Empower Growth Coaching:

• 25% Reduction in Client Churn: Within six months of full system implementation, Empower Growth Coaching reported a 25% reduction in their overall client churn rate. This direct impact on retention translated into substantial revenue protection and increased lifetime client value.
• Increased Client Lifetime Value (CLTV): By retaining clients for longer periods and fostering deeper engagement, the average client lifetime value saw a notable increase, contributing directly to the firm’s bottom line.
• Improved Client Satisfaction Scores: Proactive outreach based on engagement scores led to clients feeling more supported and understood. Post-program surveys and direct feedback indicated a marked improvement in overall client satisfaction and loyalty.
• Saved Over 15 Hours of Coach Time Per Week: Coaches no longer needed to manually hunt for clues about client engagement across disparate systems. The centralized dashboard and automated alerts streamlined their workflow, saving an estimated 15-20 hours per coach per week, allowing them to focus on high-impact coaching and client strategy.
• Enhanced Upsell & Cross-sell Opportunities: The system not only prevented churn but also identified highly engaged clients who were prime candidates for advanced programs or complementary services. This led to a 10% increase in successful upsell conversions within the first year.
• Consistent Client Experience: The data-driven approach ensured a more consistent and personalized client experience across the entire coaching team, strengthening the firm’s brand and reputation for client success.
• Actionable Data Insights: Management gained unprecedented visibility into client health trends across the entire portfolio, enabling strategic decisions regarding program development, marketing, and resource allocation.

These quantifiable outcomes demonstrate the profound impact of moving from a reactive to a proactive client retention strategy. Empower Growth Coaching transformed their Keap data from a static repository into a dynamic, predictive engine for client success, securing their growth trajectory for years to come.

Key Takeaways

This case study with Empower Growth Coaching underscores several critical lessons for any business aiming to optimize client retention and leverage their existing CRM data more effectively:

1. Data Reconstruction is Key: Raw CRM data, even from powerful platforms like Keap, often lacks the contextual coherence needed for true insight. The ability to reconstruct a holistic client activity timeline is fundamental to understanding engagement patterns. Don’t just collect data; make it tell a story.
2. Proactive Trumps Reactive Every Time: Waiting for clients to voice dissatisfaction or disengage is a losing strategy. Implementing a system that identifies “at-risk” clients and triggers automated, personalized interventions allows you to address issues before they escalate, significantly boosting retention rates.
3. Engagement Scoring Provides a North Star: A dynamic engagement scoring model transforms complex client interactions into a simple, actionable metric. It provides coaches and management with a clear, real-time indicator of client health, guiding timely and relevant support.
4. Automation Amplifies Human Connection: Far from dehumanizing interactions, intelligent automation (via tools like Make.com) frees up high-value personnel, like coaches, from manual data analysis, allowing them to focus on the personalized, empathetic outreach that truly builds client loyalty. Automation handles the “when” and “what” to allow humans to focus on the “how.”
5. A Strategic Partner is Invaluable: Navigating complex data reconstruction, integration, and automation requires specialized expertise. Partnering with a firm like 4Spot Consulting, with deep knowledge of Keap, Make.com, and strategic automation, can accelerate implementation and ensure measurable ROI.

Empower Growth Coaching’s success demonstrates that with the right strategy and technology, businesses can turn existing data into a powerful asset for client retention, ultimately securing growth and enhancing client satisfaction.

“Before 4Spot Consulting, we knew we were losing clients, but we were flying blind. Their system didn’t just give us data; it gave us an early warning system. We went from reacting to problems to actively preventing them, and the 25% drop in churn is just the beginning. It’s transformed how we think about client success.”

— Sarah Chen, COO, Empower Growth Coaching

If you would like to read more, we recommend this article: The Unbroken Keap HR & Recruiting Activity Timeline: Protection & Recovery with CRM-Backup