Keep the Customers
You Worked Hard to Win.
Acquiring a new customer costs five times more than retaining one. We build the data infrastructure, loyalty mechanics, and CRM programmes that turn first-time buyers into long-term advocates.
TRUSTED BY INDUSTRY LEADERS
Most Loyalty Programmes Fail Before They Start.
The reason is almost always the same: fragmented data. Purchases live in your e-commerce platform. Email opens sit in Klaviyo. In-store visits are in your POS. App behaviour is in Firebase. None of it talks to each other.
Without a unified customer data layer, you cannot segment accurately, personalise meaningfully, or measure what is actually driving retention. You end up sending the same email to everyone and wondering why churn is high.
We build the data infrastructure first. Everything else follows from that.
Unified Customer Identity
We stitch together every touchpoint — web, email, app, POS, and in-store — into a single customer profile with a consistent ID.
Behavioural Signal Capture
Purchase frequency, browse depth, category affinity, and recency signals are captured and structured for segmentation.
Segment Architecture
We build RFM models, lifecycle stage definitions, and propensity scores that your CRM and loyalty engine can act on in real time.
Measurement Framework
Retention rate, CLV, churn probability, and programme ROI are tracked against a baseline — not just reported on.
The Customer Data Layer
in Practice.
Every data source feeds a single unified profile. Every activation draws from that same source of truth.
From Data Infrastructure
to Customer Revenue.
CRM Strategy & Setup
Platform selection, data model design, integration architecture, and migration. We configure your CRM to reflect your actual customer lifecycle, not a generic template.
Loyalty Programme Design
Points, tiers, referrals, and VIP mechanics built around your margin structure. We design programmes that reward the behaviours that actually drive revenue.
Lifecycle Email & SMS
Welcome series, post-purchase flows, win-back campaigns, and replenishment reminders. Every flow is triggered by data from the customer data layer.
Segmentation & Personalisation
RFM modelling, churn prediction, and high-value customer identification. We build the segments that make every communication feel relevant.
Retention Analytics
Cohort analysis, CLV tracking, and programme ROI measurement. We build dashboards that show what is working and where to invest next.
CDP Implementation
Customer Data Platform setup and integration to unify all your data sources into a single customer profile that every tool in your stack can access.
Your CRM Is Only as Good as the Data Inside It.
Most brands invest in CRM platforms and loyalty tools but skip the step that makes them work: building a clean, unified customer data layer underneath.
Personalisation requires knowing who the customer is across every channel
Churn prediction requires historical behavioural signals, not just purchase data
Loyalty programme ROI requires attribution back to incremental revenue
Suppression and re-engagement require real-time segment membership
Paid media retargeting requires CRM audiences synced to ad platforms
Platform-Agnostic. Data-First.
We work across the leading CRM, loyalty, and CDP platforms. We recommend the right stack for your business, not the one we get a referral fee for.
3.8x CLV Lift in 14 Months.
A mid-market fashion brand was running a loyalty programme with 40,000 members but seeing no measurable impact on repeat purchase rate. Their CRM data was siloed across Shopify, Klaviyo, and a legacy loyalty platform.
We built a unified customer data layer connecting all three platforms, rebuilt their segment architecture around RFM scores, and redesigned their loyalty programme tiers to reward frequency over spend volume.
"We had all the tools. What we were missing was the data foundation to make them work together. Vonnimedia built that for us."
HEAD OF MARKETING, FASHION RETAIL CLIENT
52% Increase in Member Spend.
A hospitality group with 12 venues had no way to identify which customers visited multiple sites or to reward cross-venue loyalty. Each venue ran its own email list with no shared identity.
We implemented a cross-venue customer data layer with a shared loyalty ID, built a tiered programme rewarding multi-venue visits, and launched personalised post-visit flows triggered by POS data.
"For the first time we could see a single customer across all 12 venues. The loyalty programme finally made sense."
MARKETING DIRECTOR, HOSPITALITY GROUP
Find Out Where Your
Customers Are Leaving.
Tell us about your CRM setup, loyalty programme, email and SMS performance, and data infrastructure. We will come back with a clear picture of where revenue is being lost and what to fix first.
CRM data quality and segmentation review
Loyalty programme mechanics and ROI assessment
Email and SMS flow audit with benchmarks
Customer data layer gap analysis
90-day retention roadmap
Let's Chat About Growth
Tell us about your current setup and we will be in touch.
- No lock-in contracts
- A real conversation, not a sales pitch
- Speak directly to a senior strategist
No obligation.
Frequently Asked
Questions
A customer data layer is a unified infrastructure that collects, standardises, and connects customer data from every touchpoint — your website, email platform, POS, app, and CRM — into a single consistent customer profile. Without it, your CRM only sees part of the picture, your loyalty programme cannot personalise, and your email flows cannot trigger on the right behaviours. It is the foundation that makes every retention tool work properly.
Not necessarily. In most cases we can build the data layer on top of your existing stack, connecting platforms that were previously siloed. We will recommend a platform change only if your current tools cannot support the data model you need — and we will give you an honest assessment of whether the cost of migration is justified.
A well-designed loyalty programme typically shows measurable impact on repeat purchase rate within 90 days of launch. Significant CLV lift usually becomes visible at the 6-12 month mark as cohorts mature. The data layer work that precedes the programme launch typically takes 4-8 weeks depending on the complexity of your existing stack.
We are platform-agnostic and work across Klaviyo, HubSpot, Salesforce, Braze, Segment, Bloomreach, Yotpo, LoyaltyLion, Attentive, and Postscript. We recommend the right platform for your business based on your data model, team capability, and budget — not on referral arrangements.
Yes. CRM migrations are a core part of our work. We handle data modelling, historical data migration, flow rebuilding, and team training. We also build the data layer during migration so you come out the other side with a cleaner, more unified setup than you had before.
We build a measurement framework before the programme launches, establishing a baseline for repeat purchase rate, CLV, and churn rate by customer segment. We then track incremental changes in those metrics against matched control groups where possible, and calculate programme ROI as incremental revenue minus programme cost and agency fees.
Ready to Build a Retention Engine?
Let's start with your data. Everything else follows from there.