Every engagement starts with understanding your best customers.
THE APPROACH
Proximity Audit
CRM & Retention Strategy
Advisory Retainer
Many clients move through all three. Each engagement is also available as a standalone.
THE ENGAGEMENTS
Three ways to work together.
START HERE
The Proximity Audit
What it is: A diagnostic engagement built around our proprietary Loyalty Proximity Framework. We evaluate where your customers actually sit in relation to your brand, from purely transactional to genuinely loyal, and identify exactly where the relationship is breaking down.
What you get: A written audit report and executive presentation that gives you a clear, prioritized picture of where to focus, what to fix, and what's already working. Most clients use this to build the case internally for a more significant retention investment.
Who it's for: Brands that know retention is a problem but aren't sure where to start. Or brands that want an objective, outside view before committing to a larger strategy project.
DURATION
3 to 4 weeks
CLIENT TIME
~6 hours
RIGHT FOR
Any starting point
Intake Questionnaire
Mystery Shop
Proximity Ladder Scorecard
Stakeholder Interviews
Live Read Out Sessions
Prioritized Recommendations
THE CORE ENGAGEMENT
CRM & Retention Strategy
What it is: A full retention strategy built for your brand, your customer base, and your market. We go from diagnosis to roadmap, covering lifecycle mapping, customer segmentation, channel strategy, campaign framework, platform recommendations, and measurement design.
What you get: A strategy and roadmap you can actually execute, not a deck that sits in a shared folder. Depending on scope, this can include hands-on delivery alongside the strategic work.
Who it's for:
Premium brands with an existing customer base that are underinvesting in retention.
Brands expanding into new markets who need a CRM program built for where they're going, not where they've been.
Brands whose current setup was inherited from an agency and never properly owned.
DURATION
6 to 12 weeks, depending on scope
FOLLOWS
The Proximity Audit
Tier Architecture
Implementation Roadmap
Full Program Blueprint
Measurement Framework
Benefit & Service Model Design
Retained Services
What it is: Monthly retained access to KSG for strategy, execution oversight, team coaching, and senior decision support. This is not a check-in call once a month. It is an embedded senior resource that your internal team can access as the work demands.
Retainer clients get continuity, context, and the ability to move quickly when the moment calls for it. We know your customers, your platform, and your team, and we're already up to speed when something needs to happen fast.
What you get: A named senior lead on your account, available throughout the month. Regular strategy sessions, ongoing campaign and execution review, and direct access when decisions need to be made. Because we keep the client list deliberately small, you always get the founders, not a junior team member.
Who it's for:
Brands that have completed a strategy project and want senior support through execution.
Brands that have an internal CRM or Loyalty team that needs a strategic partner.
Brands that want a retention expert in the room, without the cost of a full-time hire.
DURATION
Ongoing, 3-month minimum
STRUCTURE
Monthly Retainer
Monthly Strategy Sessions
Optimization Guidance
Milestone check-ins
Async Feedback & Review
READY TO START
Not sure which engagement is right? Start with a conversation.
That is what the discovery call is for. We will ask about your brand, your customer base, and what you are trying to achieve, and tell you honestly which engagement makes the most sense, or whether it is too early for us to be useful.
Or email us at hello@kelleystrategygroup.com