CRM and lifecycle rebuild that doubled repeat purchases and lifted RoAS by 60%.

What we were asked to solve.

A multi‑location retailer had a loyal‑looking customer base on paper but no repeat‑purchase engine. Their CRM was a spreadsheet, promotions were fired at everyone equally, and half their marketing budget went to re‑acquiring customers they already had.

Our approach.

We rebuilt their CRM around a real customer identity graph, then designed a lifecycle programme that used purchase history to time the next offer.

• Customer identity resolution across in‑store, online, and loyalty
• Segmented lifecycle campaigns across email, SMS, and WhatsApp
• Merchandising dashboard tracking category‑level repeat rates
• Weekly optimization loop with the marketing team

The outcome.

Repeat purchases doubled within five months, marketing return on ad spend improved by 60%, and the retailer stopped paying to re‑acquire existing customers.