What happens after you book the call.
Two tracks, depending on what you need. Both start with an audit, and neither asks you to guess what comes next. Here is the whole thing, week by week.
Retention & lifecycle
For e-commerce brands who want the email programme itself built, run and measured.
Audit, and an honest answer on fit
We audit your account, your brand and your site before anything is agreed, and set the goals the work will be measured against. If we are not the right fit for what you need, this is where we say so rather than three months in.
Walkthrough with your strategist
A strategist with direct DTC and e-commerce experience takes you through what the audit found and where the programme is falling short. It is the same person who ran the audit, so you are not handed to someone who has to be brought up to speed on your account.
Onboarding forms cover the core issues, and a retention analysis call brings in whoever actually owns the decision — so what matters to them shapes the work from the first week rather than surfacing later.
The retention audit report
We go through your existing emails and follow up on everything raised in the first week. Then you get the retention audit report: the conversion and CRM problems we have found, and the order we intend to solve them in.
Campaigns go live
Campaigns typically begin here — three to four sends a week on average, across cart, checkout and the core lifecycle flows. This first month becomes the performance baseline everything afterwards is measured against, which is what makes the later numbers mean anything.
Testing, and steady management
Regular calls on how the core flows are performing. Offer testing and A/B testing run weekly to biweekly. The full retention infrastructure starts going in alongside the day-to-day management, rather than instead of it.
Infrastructure, and real numbers
The retention infrastructure is in place, which is the point at which the reporting becomes worth reading. Lifetime value and repeat-rate tracking go live, and forecasting starts.
Advanced flows
Advanced flows and logic to push performance further, continued testing, and new strategy as both the programme and the data mature.
HubSpot & CRM integration
For B2B and SaaS teams who need their applications, their data and their CRM wired together.
Audit and strategy call
We work out what the integration actually needs — not what it looks like it needs from the outside — and whether we are the right people to build it.
eCRM audit, set-up and onboarding
We prepare the eCRM audit, complete the set-up and onboarding, and define your list properties and segmentation logic — the decisions everything built afterwards depends on.
The audit report is delivered, we agree how we communicate day to day, and the weekly call starts.
Mapping the customer lifecycle
We map the full lifecycle: leads, first-time buyers, repeat buyers and channel customers, and how someone moves between them. Automation built without this map is guesswork wearing a workflow diagram.
Automations and segmentation
The automations and segmentation get built — the pieces that have to exist before performance can be measured at all — and the baseline metrics are set.
Reporting and access
Biweekly calls reporting on performance, with full access to everything we have built, and a dedicated channel for day-to-day contact rather than a support queue.
The full architecture
The full architecture is built out, with the performance analysis from the first two months deciding what goes where.
Wider automation
We take over Gmail automations and the other customer journeys around them, and move into further strategy, implementation and improvement.
Now you know what you are agreeing to.
Thirty minutes. We look at what you sell, how people buy it, and what your lifecycle programme currently does. You will leave with at least one thing worth fixing, whether or not you work with us.