Customer retention and CRM workflow automation

We bring repeat buyers back through retention workflows built on your customer and order records: reorder reminders for regular buyers, win-back messages for lapsed customers, follow-up after a late or failed delivery, and loyalty triggers tied to basket value or frequency.

• A retention baseline: repeat rate, order interval and lapse point by customer segment.
• A workflow library with trigger, audience, message and exit rule for each.
• An offer budget with limits per workflow and per month.
• An approval rule for any workflow that gives a discount or credit.
• A holdout design, so each workflow's effect is compared with customers held out of it.
• A monthly retention report with contribution after offer cost.

• More customers order a second time, and repeat purchase rate by segment shows it.
• Customers come back sooner after their first order, measured in days between first and second order.
• Each retained customer is judged on contribution after offer cost, so a discount that buys nothing shows up as one.
• Offer spend stays tied to the revenue it targets.
• Win-back results are compared with a holdout group, so the board reads what a workflow earned, measured as the win-back rate against that group.

Groups pay to acquire a customer and then let them lapse without noticing. Discounts go to people who would have bought anyway, and the customers most worth keeping receive the same message as everyone else. Spend on offers has no ceiling and no measure of return.

• You cannot say how many customers ordered twice in the last quarter.
• Discounts are sent to the whole list.
• Customers disappear after one bad delivery and nobody follows up.
• The marketing team can launch offers with no financial limit.
• Acquisition is rising in cost while repeat purchase is flat.

Retailers, grocery and restaurant groups and delivery operators that sell to the same households and businesses repeatedly, and boards that want a customer base measured as an asset and not as a monthly sales figure.

Qasim Abbas treats a returning customer as a capital question as much as a marketing one. At BaladiMart he owned the unit-economics logic of a last-mile fleet, and he asks what an offer costs before he asks what it can win.

We run the workflows in the CRM and messaging tools the group uses, including Hippo. See how fees work.

How do we know a workflow works?

Each has a holdout group that does not receive it. The difference between the two groups is the measure, and it is reported net of offer cost.

Do we need a new CRM?

Start from the CRM you run. We test what your current tools can do, and our technology assessment puts the result in a board paper.

Share how many customers ordered more than once last quarter. Where that count is unknown, we find it in your order history.