PeopleKult had a problem that's painfully common: ad spend was going up, but ROI wasn't keeping pace. Customers were coming in the front door — and walking right out the back. Churn was eating into growth, and the team knew something in the middle was broken.
They needed more than a tweak. They needed someone to dig into the data, find the leaks, and fix the plumbing.
That's where we came in.
We started where we always start — with the data. A full lifecycle audit of PeopleKult's CRM revealed the root cause fast:
30% of customer churn was tied directly to poor follow-up.
Customers were signing up, making initial purchases, and then… silence. No onboarding nudge. No check-in after the first transaction. No reason to come back. The CRM workflows were either too generic or simply missing at the moments that mattered most.
The tools were there. The intent was there. But the execution layer had gaps big enough to lose customers through.
We didn't rip and replace. We worked alongside PeopleKult's existing team and built a system they could own going forward.
We mapped every customer touchpoint from acquisition to churn. The data told a clear story: the biggest drop-off happened in the first 14 days after sign-up, and again at the 60-day mark. Customers who didn't hear from PeopleKult within the first 72 hours were 3x more likely to churn.
One-size-fits-all messaging was part of the problem. We designed targeted nurture sequences based on customer behavior — purchase history, engagement patterns, and lifecycle stage. New customers got a different experience than lapsed ones. High-value customers got personalized attention. Everyone got a reason to stay.
We wired it all together with automation. Trigger-based campaigns went live — cart abandonment, post-purchase follow-ups, re-engagement sequences for at-risk customers, and milestone celebrations. The CRM went from reactive to proactive, running 24/7 without adding hours to the team's week.
The numbers did the talking:
| Metric | Before | After |
|---|---|---|
| Ad spend ROI | Baseline | +50% |
| Customer retention | Baseline | +25% improvement |
| Churn from poor follow-up | 30% of total churn | Eliminated |
But the real win was less visible in a spreadsheet. PeopleKult's team stopped firefighting churn and started thinking about growth. Their CRM went from being a cost center to a revenue driver — and the campaigns kept compounding.
Beyond the metrics, here's what changed day-to-day:
If your CRM is underperforming and your team is stuck in execution mode, you're leaving revenue on the table. We've seen this pattern dozens of times, and we know how to fix it — fast.
Let's talk about what's possible for your team.
