40:24Austin 2026
San Diego 2025
Growing and Operating an Ecommerce Agency in 2025
Eric Rausch, Liz Krupka, Taylor Holiday, and Max Sturtevant discuss the operating decisions behind healthy agencies: client communication, service expansion, hiring, culture, and incentives.
Watch it. Put it to work.
ABOUT THIS SESSION
Make reporting useful to the client.
Eric Rausch, Liz Krupka, Taylor Holiday, and Max Sturtevant discuss the operating decisions behind healthy agencies: client communication, service expansion, hiring, culture, and incentives.
For ecommerce founders, marketers, and operators working on leadership & operations.
- Speakers
- Eric Rausch
Co-Founder, New Standard - Liz Krupka
Owner, Nomadd Marketing - Taylor Holiday
CEO, Common Thread Collective - Max Sturtevant
Founder, WellCopy - Recorded at
- San Diego 2025 ↗
September 2025
Speaker roles and platform examples reflect the session’s original context. This is an archived conversation.
TAKE IT BACK TO YOUR DESK
Ideas to put to work.
- 01
Make reporting useful to the client
Use communication to explain decisions and business outcomes, not just deliver activity reports.
Read this part · 05:37 ↓ - 02
Grow the relationship, not just the logo count
Consider net revenue retention when deciding how to expand services.
Read this part · 10:10 ↓ - 03
State the culture and incentives clearly
Align hiring, expectations, and compensation with the business you are trying to build.
Read this part · 24:56 ↓
READ THE SESSION
The edited transcript.
A condensed, edited reading version based on the YouTube captions and session chapters. Repetition and unclear audience audio have been removed; the discussion is paraphrased for clarity, rather than presented as a verbatim transcript. Timestamps refer to the original video.
Original recording on YouTube ↗Make reporting useful to the client
The panel treats communication as part of the service itself. Clients need to understand what changed, why it matters, and what the agency plans to do next. Better reporting connects delivery to the customer’s business, which also helps reveal when expectations or the scope of work need to change.
Grow the relationship, not just the logo count
Taylor highlights the limits of measuring agency health through client count alone. The dollars retained and expanded from existing relationships influence the growth foundation of the business. Service expansion should therefore create meaningful customer value, while taking account of the agency’s ability to deliver it well.
State the culture and incentives clearly
The speakers discuss global hiring, team integration, and different approaches to incentives. Clear expectations help people decide whether the organization fits them. Culture is described through the work and outcomes the agency prioritizes, rather than as a promise that every person or every employment model will suit the same business.
KEEP THE IDEAS COMING
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