DEStart a brief
Rows of labelled metal filing drawers
Back to Services

Capability

CRM, retention and automation

Use customer data and communication to improve journeys, relationships and repeat value.

Ways to engage

  • Lifecycle diagnostic
  • Journey and template project
  • CRM or automation implementation
  • Recurring retention programme

Outcome / 01

What this capability is built to change.

A lifecycle system that gives each communication a role, connects customer signals to action and remains manageable by the team.

Good fit

Useful when

  • Businesses relying too heavily on first-purchase acquisition
  • Teams with fragmented email, CRM or lead-nurture activity
  • Organisations that need journeys and ownership before buying more technology

Scope / 02

What the work can include.

  1. 01 CRM strategy and implementation
  2. 02 Lifecycle and retention strategy
  3. 03 Email marketing
  4. 04 Segmentation
  5. 05 Lead nurturing
  6. 06 Marketing automation
  7. 07 Customer journeys
  8. 08 Retention reporting and optimisation

Method / 03

How we organise the work.

The exact delivery changes with the brief. The decision sequence stays clear.

  1. 01

    Map the relationship

    Identify meaningful lifecycle moments, customer signals, current gaps and commercial priorities.

  2. 02

    Design the journeys

    Define the message, trigger, audience, channel and next action for each priority journey.

  3. 03

    Build the system

    Create templates, segments, automations, data rules and operating responsibilities.

  4. 04

    Improve retention

    Review performance by journey and customer value, then refine content and logic deliberately.

Client inputs / 04

What we need from your side.

  • CRM and customer-data access
  • Consent and communication rules
  • Product, sales and service-owner participation

Related work / Proof

Work you can inspect.

High-resolution selection of E-commerce work for Norwegian Health

Norwegian Health / Health and wellness

A complete German healthcare commerce operation.

Norwegian Health needed a German e-commerce system spanning Shopify, subscriptions, Monta fulfilment, Pathway invoices, DATEV handoffs and Amazon rather than a storefront in isolation.

View case study
High-resolution selection of E-commerce work for L&L Pharma / o’scense

L&L Pharma / o’scense / Health and wellness

A Shopify shop connected from payment to credit note.

The o’scense launch required a mobile-first Shopify shop and the operating route behind it: stock, payments, Monta fulfilment, Pathway invoices, returns and credits.

View case study
High-resolution selection of E-commerce work for Kivema LLC

Kivema LLC / Consumer goods

One Shopify and Amazon operation across three markets.

Kivema needed commerce across Germany, the United States and Israel, with different currencies, product ranges and marketplace requirements managed as one operating system.

View case study
High-resolution selection of E-commerce work for MenFit

MenFit / Health and wellness

A Shopware purchase journey rebuilt around confidence and continuity.

MenFit’s sensitive category, product combinations and offer structure created friction between campaign promise, product choice and checkout.

View case study

Connected needs

  1. 01Grow e-commerce revenue
  2. 02Fix measurement and reporting

Starting points

Begin with a bounded piece of work.

These routes are useful when the first step is already clear. Final scope follows the stated inputs and eligibility.

Measurement Health Check

Find where definitions, tracking or reporting break trust before rebuilding the system.

Fixed scope

Reporting Dashboard Starter

Create a decision-led starter dashboard around agreed sources and definitions.

Starting-from scope

Your brief / 01

Bring us the context. We will structure the next step.

You do not need to select the right combination yourself. A senior team member will review the need and confirm the most useful way to begin.

Start a brief Speak to the team