Journey map
A survey of every touchpoint, from the first ad to after-sales, marking the moments where the customer gives up.
Service
Customer experience management (CX/CRM)
Content hierarchy and flow defined before the screen is drawn. Customer experience is what happens between the touchpoints.
A brand that treats support, email and store as three separate worlds delivers three different experiences to the same person. CX is the work of stitching that together with a single record and a clear relationship cadence.
Book a 30-min conversationWhat this service covers
Deliverables that work together or separately, depending on where your brand stands.
Relationship cadence
A communication flow by stage and behaviour, with defined entry and exit criteria.
CRM implementation
Tool configuration, base import and store integration, so the history lives in one place.
Behavioural segmentation
Groups defined by recency, frequency and value, instead of the same blast to the whole base.
Lifecycle automation
Welcome, abandoned cart, repurchase and reactivation running on their own, with content that makes sense at that moment.
Retention measurement
Tracking of LTV, repurchase rate and churn, with a read of what moves each one.
How we work
A clear method. A partner who stays when execution starts.
Journey before tool
Mapping the flow first avoids buying an expensive CRM to automate a confused process.
One history per customer
Support, purchase and browsing in the same place. A customer should not have to repeat what they already said.
Segment before send
The right message to the right group returns more than send volume to the whole base.
Automation with an exit
Every flow has a stopping rule. A cadence without an exit becomes pursuit and burns the base.
Retention as the metric
We track repurchase and LTV, not just opens and clicks, which pay no bills.
Frequently asked questions
Which CRM do you recommend?
It depends on your volume, your main channel and what your team can operate. We assess before recommending, with no vendor sponsorship.
I already have a tool, can we use it?
Most of the time, yes. The problem is usually configuration and strategy, not the tool itself.
How long until I see a return?
Abandoned cart and welcome flows usually return within weeks. LTV gains are read over months.
Does it work with a small base?
It does, and sometimes it returns more, because segmentation gets more precise and communication more personal.
Do you write the emails?
We define the cadence, the segmentation and the trigger. Content production can be included depending on the agreed scope.
How does LGPD fit in?
Consent, legal basis and an unsubscribe option go into the cadence design, not as a patch afterwards.
Want to understand how this applies to your brand?
Tell us about your operation. We will say honestly what can be delivered and how long it takes.
Get in touch