CRM strategy, marketing automation and loyalty, turning first-time buyers into repeat customers.
Acquiring a customer is only half the job. The economics of most e-commerce businesses depend on what happens after that first order, not the order itself. Customer Lifecycle Management & Retention covers the CRM strategy, automation and loyalty programmes that turn one-time buyers into repeat customers, and repeat customers into people who tell their friends.
CRM Strategy
We design how customer data gets captured, segmented and used across the business, so marketing, support and merchandising teams are all working from the same picture of who your customers are, what they've bought, and what's likely to bring them back. Good segmentation is what turns a generic blast campaign into a message that actually feels relevant to the person reading it.
Marketing Automation
We build the automated flows that do the heavy lifting: welcome series, abandoned cart and browse recovery, post-purchase and replenishment reminders, win-back campaigns for customers who've drifted off, on platforms like Klaviyo, HubSpot or Salesforce Marketing Cloud, then tune them over time using the data each flow generates on its own.
Loyalty Programmes
We design loyalty and rewards programmes around the behaviours that genuinely drive lifetime value, repeat purchase frequency, referrals, larger basket size, rather than generic points schemes that eat margin without changing how anyone actually shops. A well-designed programme pays for itself in retention. A poorly designed one is just a discount wearing a different hat.
- CRM strategy & customer segmentation
- Email & SMS marketing automation
- Abandoned cart & lifecycle flows
- Loyalty & rewards programme design
- Retention analytics & cohort analysis
How to design lifecycle flows and loyalty programmes that pay for themselves in repeat revenue.