CRM & Customer Strategy
The Problem
Strategies get presented, signed off, and filed. The people who wrote them are not the people who have to make them work.
Or there is no strategy at all. Campaigns run on instinct, the CRM is treated as a broadcast tool, and no one can explain how CRM activity connects to commercial outcomes.
If you are the person who owns the platform day to day, you already know this. Most businesses use a fraction of their marketing automation platform’s capability, treating a powerful tool as little more than an email sender.
We help you identify the gaps, build a roadmap, and execute on its delivery.
What We Do
We build CRM and customer strategies grounded in your data, realistic for your team, and designed to be implemented inside the platform you are already using.
Customer Journey Mapping
We map your customer journeys based on real behavioural data. Every touchpoint, every drop-off, every opportunity. Then we build the strategy around what’s relevant to your business, not a cookie-cutter playbook.
CRM Roadmapping
A phased plan that connects where you are, to where you need to be. Built around your team, your platform capabilities, and your commercial priorities. Nothing gets recommended that your team cannot realistically deliver.
Segmentation
We help you move beyond engagement-only targeting to a segmentation model built on your customers’ true intent and affinity signals, whilst managing volume to ensure appropriate scale.
Multi-channel Strategy
Email, push, SMS, in-app. We work out which channels matter for your customers and how to coordinate them without creating noise or doubling your team’s workload.
Lifecycle Strategy
From acquisition through to win-back, we design and implement programs that move customers through each stage with purpose. Every campaign maps to a real platform workflow and objective, not a theoretical ideal.
Personalisation
Meet every customer where they are. Surface content that’s relevant to each individual, at the right moment, and across repeated messages. We’ll help you embed personalisation as an always-on cornerstone of your customer comms.
Platform Alignment
Strategy that respects what your platform can actually do. We work inside leading marketing automation and CRM platforms daily. No wishful thinking, we’ll help you turn platform potential into action.
Internal Communication
We help frame and present CRM strategy in a way that gets buy-in from leadership and makes sense to the people implementing it. Clear language, clear rationale, clear outcomes.
Real projects. Real outcomes.
Campaigns were doing all the work. Automations weren't pulling their weight.
Customr rebuilt the lifecycle architecture from the ground up. Automations now generate the majority of email revenue, from half the campaign audience.
From our clients
Here’s what they shared about their experience working with our team.
“Working with Customr feels less like engaging consultants and more like having an extension of our own team. They have contributed meaningfully to the strategic direction of our loyalty program, while also rolling up their sleeves to help deliver it. Their ability to balance long-term vision with day-to-day execution has been instrumental in progressing our loyalty goals.”
“Customr has worked with GRB for three years as a true extension of our eCommerce and CRM team, shaping our CRM strategy, automation flows, segmentation and eDM mapping, and driving how our Loyalty Program plugs into Emarsys and our ERP. They are genuine CRM experts: experienced, practical and proactive in working towards our business goals.”
“Customr have been an invaluable partner in helping us get behind the hood of our CRM platform. Their expertise across omnichannel optimisation, tracking and reporting frameworks has given us far greater clarity and confidence in how we use CRM to drive commercial outcomes in a way that aligns with our brand and customer expectations. The team is genuinely invested in long-term success and operates as a true extension of our internal team.”
“Customr took the time to deeply understand our systems, structure and ways of working, uncovering valuable member insights through a data-led approach. Their work provided a clear roadmap for both immediate improvements and long-term growth, and they rolled up their sleeves to help execute key initiatives, bringing a truly collaborative approach throughout.”
Something not working?
Let's find out why.
No pitch, no obligation. Just a conversation about where you are and how we can help.
