Questions and answers
The things people usually ask before a first call.
Who do you work with?
Consumer brands: ecommerce and subscription businesses, retailers with loyalty programmes, and growing companies that need senior CRM leadership. I am based in Hong Kong and work with clients in Asia, Europe and the US.
Do I need to be on Klaviyo or Shopify?
No. Much of the work is analysis and strategy and does not depend on the platform. For hands-on execution I work mainly in Klaviyo, on Shopify or WooCommerce, and I have led Microsoft Dynamics 365 and SAS implementations.
How do we start?
With a 20-minute call. If there is a fit, the usual first step is a Retention Diagnostic of two to three weeks, so you see real findings before committing to anything larger.
What data do you need, and how is it handled?
Usually order, customer and CRM data. I work under NDA, use only what the analysis needs, and can work inside your own environment so data does not leave it.
Do you work on retainer?
Yes. Fractional Head of CRM is a monthly engagement covering strategy, execution and reporting. Most clients begin with a fixed project first.
How do you measure results?
Against control groups wherever possible, so you see what CRM added rather than what would have happened anyway. Retention, repeat rate and CRM revenue are reported monthly.
What does it cost?
It depends on scope and data volume. After the first call you receive a fixed price for a defined piece of work, with no open-ended commitment.