If you seriously want to wrap your head around impacting retention please know that it has nothing to do with tools. It is driven by creating a culture of service and a good old fashion understanding of exactly who the customer is you can't live without, and then making sure you keep them. In 2001 I took my advancement team to Disney to learn about customer service because Disney had the highest repeat customer metrics of any industry. We could not learn about retention from the standard fundraising conferences available. In addition we could not embrace the current "best practice" metrics because these metrics have actually produced the dismal results in the recent AFP survey.
The above gaps led a group of us to create the wow institute over a decade ago, it was designed to put the donor at the center of the conversation. Today The New Science Of Philanthropy delivers a set of metrics never before discussed in best practice circles but proves, in a linear manner, there is a better set of questions that exists to build a sustainable fundraising initiative. It would be great to hear from any of the old Wow folks who experienced a week in the mountains of New Hampshire to let us know what their perspective on donor retention is now that their wow experience was a decade ago!