Client retention gifting
Lumi sends the right gift when renewals, anniversaries, and onboarding milestones hit, so your team isn't relying on memory and spreadsheets to carry the relationship.
From Alisha, Account Executive
To Jamie, Partner
Happy new year Jamie, and congratulations on being in the million dollar club! I remember you like coffee beans from Colombia, so I'm sending you a box of my favorite blends.
Coffee
Citrus set
Plant
The real churn risk
Renewals creep up before anyone warms the conversation. Anniversaries get a calendar invite if they're lucky. New accounts spend the first quarter with radio silence while your team is underwater elsewhere.
Your CSMs aren't lazy; they're human. Nobody can hold every date, every tier, and every gift idea in their head at once. When the work lives in Slack threads and side spreadsheets, someone always gets missed.
The operating system
Lumi ties into your CRM and sends when the dates you care about actually happen. You set the triggers once; the reminders and shipments follow.
Where retention leaks
Renewals, anniversaries, and onboarding are where relationships quietly cool. Automate the touch so coverage isn't a heroics problem.
Ship something thoughtful a few weeks before the renewal date, not the day the contract lands on someone's desk. When the relationship already feels warm, pricing talks tend to be shorter and less adversarial.
Year one through year ten, same sign date: escalate gift tiers if you want, pull names and milestones from the CRM, and let the note sound like your team wrote it.
Day 1, day 30, day 90: small touchpoints while they're still deciding if you're worth the long haul. You're not buying loyalty with swag; you're showing up when new accounts are most nervous.
How it works
Five steps, same flow every time. Less scrambling the week before a renewal.
You decide what counts: renewals, contract anniversaries, onboarding days (1, 30, 90), health score bands, sponsor changes.
If a renewal date slips, the gifting schedule slips with it. Re-entry isn’t part of the job.
Lumi notifies owners and CSMs when a window opens: say 30–45 days ahead of renewal, or when an account slides into a risk tier. Send it to Slack, email, or whatever queue your team actually watches. The point is to show up early, not after something’s already on fire.
You set lead time, who gets notified, and how that changes by tier. Not one-size-fits-all.
Budget bands can follow ARR, region, and whether you’re talking to a champion or the person who signs. Caps and rules stay inside what Legal already signed off on. Shipping and catalog choices can differ by country so CS isn’t stuck coordinating freight for every send.
Pre-approved SKUs and approvals live in one place. Finance sees what CS sees.
Messages pull name, tenure, and milestone from the CRM. A CSM can edit before anything ships. Packaging and sender name match your brand so it reads like it came from the account owner, not a third-party promo.
Start from templates for renewal, anniversary, or onboarding. Same voice each time; the facts change per account.
Recipients can pick from approved options, swap for something that fits their office or timezone, or send value to a charity if your program allows it. That cuts bad addresses and awkward misfires. Finance still gets a paper trail.
Delivery and redemption write back to the account. When renewal comes up, you’re not guessing whether the last touch landed.
Scale the program
Built for CS and revenue: connect CRM, define policy, then get out of the way. Most teams get a first version live in an afternoon. No subscription.
Salesforce, HubSpot, or Gainsight: connect once and pull contract dates, account value, contacts, and health scores so triggers aren't copy-pasted out of a spreadsheet.
Which dates fire a gift, how much spend by tier, who approves over the limit, where you won't ship. Bake your policy into the workflow so reps aren't guessing at compliance.
Gifts go out with a note that matches your voice; deliveries write back to the record. Ping your CSMs on Slack if you want a human call to ride alongside the package.
Built for CS
Outcomes teams track
34%
higher renewal rates among gifted accounts
2.1×
faster time-to-close on renewals
$0
churn on average for clients receiving anniversary gifts
90 sec
setup per client account
The math
Example: $40k average contract, a dozen renewals a year. Lift renewal rate by 10% and you're looking at tens of thousands in ARR you keep instead of re-selling. The software fee for Lumi is zero; you fund gifts when you send them.
Rough numbers people use in planning:
For more on the strategy behind gifting as a relationship tool, read our guide on contact marketing and gifting. Running employee programs too? See employee recognition gifting.
FAQ
Fair. The catch is coverage. When gifting lives in inboxes and memory, some accounts get a thoughtful touch and others quietly slip through, often the ones that look "fine" until they aren't. Automation isn't flashier than a great CSM; it's a backstop so nobody falls through the cracks.
There isn't a subscription to use Lumi. You pay for the cost of the gift, shipping, taxes, and a card processing fee (2.9% + 30¢ on the total) when you send a gift. Discounts available for organizations with higher volume. If you're weighing cost, the question is usually whether a modest gift budget pays for itself when it helps you keep even one renewal you would have lost.
Ask whether that account has heard from you lately for any reason that isn't a ticket. If the honest answer is no, that's the gap Lumi is built for.