CRM marketing

CRM marketing is customer communication powered by data: what people bought, how often they return, what they were interested in, and where they drop off. The goal is to send the right message to the right people at the right time — to increase repeat purchases and average order value without constantly chasing new traffic.

What you get

More consistent repeat revenue and higher sales from your existing customer base. A larger share of sales driven by CRM communications (emails, messages, calls, reminders, and service notifications). A clear picture of your customer segments: who buys often, who has gone inactive, and who needs to be re-engaged. A well-argued, practical logic of “what to send, to whom, how often, and why” — with measurable performance metrics (KPIs) and clear, regular reporting.

How we work

We start with an audit of your customer base and direct communications: what customer data you already have, how messaging is currently set up, and where revenue is being lost — both online and in offline retail.

We build the foundation for CRM marketing by connecting e-commerce and in-store sales data into a single customer profile. For this we use our own Extrovert platform (CRM/CDP) — or work within your existing system if it’s already in place.

We develop a communication strategy: segments, cadence, topics, and a monthly plan. We set up automated flows (triggers) based on customer behavior and purchase history.

We select and connect the right channels for the task: email, SMS, push notifications, messengers, bots, and voice calls.

We launch, run experiments (A/B tests), analyze results, and make targeted improvements to segments, frequency, subject lines, offers, and flow logic. We provide regular reporting: what drove growth, which segments and flows performed best, and what we do next.

We also bring deep expertise in premium fashion retail: we understand seasonality, how to work with new arrivals and capsules, the specifics of VIP service, the right tone of voice, and the standards required for visual presentation.