CRM & Loyalty
The work got pulled apart. We put it back together.
Your strategy came from one partner. Your production from another. Your platform team is incentivized to sell you features. Some of it came back in house, to a small team already holding every platform, every dataset, and every campaign in their heads at once. Each of those decisions was right at the time. None of them was weaving the program together. That's the seat we fill.
Start with a focused engagement
Tell us where your program is today. No long-term commitment to begin.
How It Got This Way
Every one of those decisions made sense
The work of bringing CRM and loyalty programs to life got pulled apart and handed to specialists, and each handoff was born from a real need at a real moment. The strategy firm gave you a roadmap at a scale most shops can't match. Lower-cost production gave you budget breathing room when you needed it. Platform support made your team experts in the tools they own. Bringing work in house put it closer to the business.
Each of those is a strong singular solution. Not one of them is collaborative. None was ever positioned to weave the others together, and that's what a complete program requires. So the pattern repeats:
Data that doesn't connect
The customer exists in four systems and no single view of them exists anywhere.
Segments that went stale
They were built once, and the customers moved. The messaging is now aimed at people who left.
A stack nobody owns
You bought the capability. Nobody is accountable for making the pieces work as one.
A team stretched too thin
A small team trying to hold every platform, every dataset, every campaign, and the program strategy in their heads at once. They physically can't.
Measurement that can't defend the program
Opens and clicks aren't evidence. When leadership asks what loyalty is worth, there's no answer in the room.
Where It Breaks
The plan is rarely the problem. What happens to it is.
Intent gets lost between the people who designed the program and the people who build it, and by the time it reaches the customer it's a version of the idea nobody would have approved. There's a strategic approach that works best for how your data is actually mapped, and knowing what it is requires being in the build. The same strategists and data minds who shape our thinking shape what ships. Strategy in a deck on a shelf is overhead. Strategy embedded in the build is a differentiator.
What We Actually Do
Nobody else is built to weave it together
Most agencies have the craft. A handful of consultancies have the operations. We're built to do both, and the combination is what makes a program hold together:
The foundation first
Data mapped, connected, and governed before anything gets layered on top. Unglamorous, slow, and the reason the rest of the work compounds instead of resetting every quarter.
Strategy embedded in the build
The same people who shape the thinking shape what ships, so the intent survives all the way to the customer.
Segment-level creative
One message broken into the versions each segment actually needs. It's the most overlooked craft in the category, and it's where relevance is won or lost.
Production discipline across every channel
Email is where we built the muscle. Journey logic, asset versioning, and quality control now run everywhere.
Measurement that compounds
Test-and-control design and real incrementality. Measurement is the input to the next campaign, not the eulogy for the last one.
What that looks like in practice
Strategy & Planning
Loyalty program design, communication strategy across email, SMS, and push, and the blueprint for how they work together.
Data Enablement
Structuring your first-party and zero-party data so it's connected, governed, and ready to act on. This is the foundation everything else needs.
Segmentation & Customer Value Analysis
RFM and behavioral segmentation that shows you where customers are stuck, where they're slipping, and where the movement opportunities are.
Platform Implementation & Optimization
Building, integrating, and tuning your CRM platform, whichever one you're on.
Reporting & Always-On Visibility
Dashboards that put the data directly in marketers' hands, so your team stops waiting on a request queue.
Different stacks. Same operating principles.
We specialize in these, and the expertise is platform-agnostic. Which means we can tell you what the right platform is for your business rather than the one we'd prefer to sell you.
Our SFMC bench is led by former Salesforce Professional Services people. That depth is evidence of martech mastery, not a separate offering. Salesforce Marketing Cloud →
Our team
Meet some of the team behind our CRM and loyalty work
Strategy, data, creative, and production working as one team, so nothing gets lost in the handoff.
Andy Locke
Partner, Director of Strategy & Data
Leads all strategic initiatives, turning complex customer data into CRM and loyalty program insights across segmentation, lifecycle marketing, attribution, and applied AI.
Brian Langston
Co-Founder & CTO
Leads the Production team in architecting CRM ecosystems and scalable omnichannel systems, with a background in data engineering, software development, and marketing automation.
Sara Shumaker
Account Director
Leads complex marketing programs from strategy through execution, with a PMP certification and experience across food and beverage, professional services, and luxury construction.
Hannah Gallagher
Account Manager
Manages strategic campaigns that blend data, storytelling, and audience insights, bringing structure and creativity to account management and strategic planning.
Tim Hart
Email Development Manager
Builds the dynamic, personalized email architectures behind client CRM & loyalty programs, with Salesforce, Braze and Litmus certifications.
Katie Scott
Art Director
Leads creative strategy across CRM, digital, and omnichannel campaigns, specializing in design systems, creative direction, and loyalty marketing design.
Ready to make your program defensible?
Tell us where your program is today. We'll show you what it looks like running as one system, and what it would take to prove what it's worth.
Frequently Asked Questions
- What does a CRM and loyalty agency actually do?
- It connects the data, strategy, creative, production and measurement behind your customer program so they run as one system rather than separate workstreams. In practice that means unifying customer data, building segments that stay current, operating the platforms, and reporting on what the program is actually worth.
- How is this different from a platform implementation partner?
- An implementation partner configures the technology and hands it back. We run the program inside it, with strategy embedded in the build, segment-level creative, production discipline across every channel, and measurement that compounds. The platform is the means rather than the deliverable.
- Do we have to replace our current stack?
- No. We work inside the stack you already own. Different stacks, same operating principles. Most engagements start by getting more out of the platforms you have already paid for rather than by buying something new.
- How do you prove a loyalty program is worth the investment?
- By measuring it the way a finance team would, using incremental performance rather than participation counts. That means segment-level reporting, holdouts and control groups where they are possible, and always-on visibility so the program's contribution is defensible when someone asks.
- What does a first engagement look like?
- A focused engagement rather than a full retainer. We scope a defined piece of work, usually the foundation: connecting the data, auditing the stack, or rebuilding segmentation. That gives you something usable quickly and gives both sides a real basis for deciding what comes next.