Service
CRM strategy that maps the journeys worth building
We audit your ecosystem and map out the journeys that drive onboarding, retention and long-term loyalty. You finish with a roadmap, a named owner for every journey and a measurement plan your finance team will accept.
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When you need this
No single view of the customer
Your app, your website and your CRM each hold a different version of the same person. Segments disagree, and nobody trusts the numbers enough to act on them.
Campaigns without a lifecycle plan
Sends go out because the calendar says so, not because a customer reached a moment that matters. Onboarding, reactivation and win-back are left to whoever has capacity.
The stack was chosen before the strategy
A platform was bought to solve a problem nobody had written down. Now the tool shapes the journeys instead of the other way round.
No line from CRM to revenue
Reporting stops at opens and clicks. When the board asks what CRM contributed, the answer arrives late and still comes with a caveat.
What we do
Audit
- Data audit: sources, identity resolution, event quality and gaps
- Tooling review: what you own, what you use, what overlaps
- Journey inventory: every live automation, its owner and its performance
- Deliverability check: where authentication, reputation and list hygiene fall short today
- Consent and suppression: whether the basis on record matches what is being sent
Journey map
- Onboarding: first session through to first habit
- Activation: the moment that predicts retention, and how to reach it sooner
- Retention: lifecycle triggers, frequency rules and channel priority
- Win-back: who is worth contacting, when to stop, who to suppress
- A channel and message matrix per segment
Roadmap
- A plan sequenced by effort and expected impact
- A named owner and decision-maker per journey
- Measurement plan: metrics, dashboards and reporting cadence
- Data and engineering dependencies, with a named owner for each
- Risks, assumptions and the calls we would not make yet
How we work
Discovery
Workshops with marketing, data and product, plus read-only access to your platforms and reporting.
Audit report
We test the data, the tooling and the live journeys against what you need them to do.
Journey map
We design the journeys worth building, with the triggers, segments and channels behind each one.
Roadmap sign-off
We sequence the work, assign owners and agree how success gets measured.
Timelines depend on scope and on how we work together, so we estimate them after a scoping call rather than up front.
What you get
Mapped with its trigger, segment and channel
Sequenced by effort and impact, rather than a wish list
A decision-maker on every journey, agreed before the build
A reporting cadence agreed before the build starts
Platforms we work in
- Braze
- Bloomreach
- Insider
- Maestra
- Hightouch
- Snowflake
- Databricks
Related services
Start with the audit
Tell us what your CRM is meant to do and where it stops short. We will come back with the questions we would ask first.