Science in Sport wanted to move beyond promotional email campaigns and create a more connected customer experience. As the brand evolved, its CRM programme needed to do more than drive sales – it needed to support athletes throughout their journey, strengthen loyalty and reflect the brand’s new positioning: You Can’t Beat The Science.
Better Insights
We saw an opportunity to rethink CRM as part of the overall customer experience, not just another marketing channel. Rather than building more campaigns, we designed a series of automated journeys around key moments in the customer lifecycle, from first purchase through to replenishment and loyalty.
Better Ideas
Combined with behavioural insight and smarter segmentation, every communication became more relevant, more timely and more valuable to the customer. The result was a CRM programme that worked harder for the business while helping athletes get more from the brand.
Better Results
The new lifecycle programme delivered measurable commercial impact from launch.
- 260% increase in automated revenue (£999 to more than £3,600 per month)
- Eight automated customer journeys designed and implemented
- More personalised communications based on customer behaviour and lifecycle stage
- A CRM programme aligned with the new Science in Sport brand and built to support future growth
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