The document describes the journey and evolution of an ecommerce company from 2011 to present. It started by focusing on growth and third-party brands from 2011-2015. From 2015-2017 it began focusing on growing its own brands to over 10% of products. From 2017-2019 it became a digital brand builder with multichannel distribution and over 30% own brands. Since 2020 it has become a digital brand platform utilizing a buy and build strategy with over 80% own brands and multichannel distribution. The company has expanded its operations and technology stack over the years.

1. THEWAUEFFECT
CUSTOMER RETENTION
FROM NOSE TO TAIL
Heroes of CRM October 2021

3. SUCCESS

4. SUCCESS

6. JOURNEY

7. •
•
2011-2015 eCommerce
Focus on Growth
0% Own Brands

8. •
•
2011-2015 eCommerce
Focus on Growth
0% Own Brands
2014

9. •
•
2011-2015 eCommerce
Focus on Growth
0% Own Brands
2014

10. •
•
2011-2015 eCommerce
Focus on Growth
0% Own Brands
2014
•
•
2015-2017 eCommerce
Focus on Own Brands
>10% Own Brands

11. •
•
2011-2015 eCommerce
Focus on Growth
0% Own Brands
2014
•
•
2015-2017 eCommerce
Focus on Own Brands
>10% Own Brands
•
•
2017-2019 Digital Brand Builder
Multichannel distribution
>30% Own Brands

12. •
•
2011-2015 eCommerce
Focus on Growth
0% Own Brands
2014
•
•
2015-2017 eCommerce
Focus on Own Brands
>10% Own Brands
•
•
2017-2019 Digital Brand Builder
Multichannel distribution
>30% Own Brands
•
•
•
Since 2020 Digital Brand Plattform
Multichannel distribution
Buy and build strategy (e.g. Healthfood24)
>80% Own Brands

13. REVIEWS

15. Operational
Excellence
Story Telling &
Marketing
80
20

16. PRODUCT

17. RETAIL

18. ONLINE

19. WAREHOUSE

20. DELIVERY

21. ANDMANYMORE...
TECHSTACK

22. EDI

23. CUSTOME
DATAAND
HELPDESK

24. CONVENIENT
REBUY

25. SUBSCRIPTION

26. Operational
Excellence
Story Telling &
Marketing
80
20

27. PERFORMANCE
MARKETING

28. EMAIL
MARKETING

29. TV

30. TESTIMONIALS

31. INFLUENCEREDITION

32. QUICK
COMMERCE